Senior Customer Success Manager

About Git Hub

Git Hub is the world's leading platform for agentic software development — powered by Copilot to build, scale, and deliver secure software. Over 180 million developers, including more than 90% of the Fortune 100 companies, use Git Hub to collaborate, and more than 77,000 organisations have adopted Git Hub Copilot.

Locations

In this role you can work from Remote, United States

Overview

Git Hub is seeking a Senior Customer Success Manager to drive business value and long-term success with Git Hub's largest enterprise customers within the Digital Nativesportfolio (Tech, Media, Telecom, etc.). You'll build a deep understanding of customer priorities and transformation goals, and use customer insights and adoption data to shape success plans, guide change, track progress, and help customers realize value from the Git Hub platform.

As a trusted advisor to senior business and technical decision-makers, you'll work closely with account teams, product and engineering partners, and Microsoft partners to advance customer outcomes and resolve adoption barriers. You'll monitor customer health and engagement, advocate for customer needs, and share insights and successful practices across internal and external communities. The ideal candidate will also play a role in evolving Git Hub's customer success practices, mentoring your peers, and using AI-assisted tooling for analysis and scale.

Responsibilities

Understanding the Customer

• Proactively align with internal teams on customers' business priorities.
• Develop a deep understanding of customer business processes, outcomes, competition, key personas, and industry trends.
• Engage customer stakeholders to map and maintain key business and technical relationships.
• Ensure customer insights, needs, and risks are captured and communicated across the relevant account teams, Product, Engineering, etc.

Driving Business Value Realization

• Establish shared success measures with customers and use adoption data to assess progress against agreed business outcomes and customer expectations.
• Develop and execute customer success plans that align with customers' business priorities and transformation objectives.
• Collaborate with Sales, EPD, Partners, and our Customer Success Architects to build customer-specific presentations and roadmaps that advance business outcomes.

Driving Change Management

• Guide customers through organizational change helping leaders implement, scale, and sustain new ways of working.
• Help customers align their culture, stakeholders, and transformation goals to support adoption and consumption.
• Take accountability for resolving adoption and consumption blockers by coordinating people, resources, and solutions.

Guiding Customer Success Strategy

• Engage executives by providing insights and feedback that shape their digital and business transformation strategy.
• Leverage Git Hub's success frameworks to create customer journeys and dynamic success plans.
• Provide actionable feedback to Git Hub on customer needs to influence product and program roadmaps.

Partner and Cross-Team Collaboration

• Lead cross-functional engagement to align account strategy, develop business outcomes, and enable execution.
• Integrate stakeholders across solution areas to increase relevance and impact.
• Build relationships with key partners (including Microsoft) to develop joint success plans that support customer outcomes.

Operational & Execution Excellence

• Manage customer health, engagements, and blockers using Gainsight
• Lead solution-specific rhythms of business (ROB), governance processes, and reporting across your portfolio.
• Provide regular updates on customer transformation progress to account and regional stakeholders.
• Use AI-enabled tools and agents to analyze customer data and drive operational consistency across your portfolio.

Customer Trust & Advocacy

• Act as the voice of the customer by surfacing feedback, blockers, and escalations across Git Hub.
• Build customer advocates and capture success stories to inspire adoption across the community.
• Establish trusted advisor status and secure executive sponsorship to sustain long-term success.

Team Growth, Scale & Community

• Strengthen the Customer Success team by sharing customer insights, proven practices, and lessons learned across internal and external communities.
• Identify recurring customer needs and opportunities to scale the team’s impact through reusable programs, playbooks, and engagement practices.
• Mentor peers and support onboarding, helping teammates build the skills and…