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.

In this role you can work from Remote, United States

As a Staff Customer Success Manager, you serve as a strategic partner to executive-level business and technical decision makers, driving alignment on customer priorities and supporting them in realizing their digital and business transformation goals. Leveraging your deep experience and a data-driven approach, you guide customers in measuring adoption activities against Key Performance Indicators (KPIs), using tools such as Git Hub value maps to align customer needs with the right solutions and processes.

You independently build strong relationships with key stakeholders and relevant partners, proactively expanding adoption into new business units and maximizing value realization in complex enterprise environments.

You are highly effective at collaborating with internal cross-functional teams, including Sales, Engineering, Product, Services as well as Microsoft account teams and other key stakeholders to ensure seamless execution of customer strategies. You are accountable for operational excellence and customer health, ensuring process compliance, managing your portfolio, and resolving blockers using key tools and insights. Acting as the voice of the customer, you surface and address feedback and escalations, driving continuous improvement by sharing insights.

As a Staff CSM, you lead by example—by influencing, leading and actively contributing to organization-wide initiatives with cross-functional teams, actively contributing to internal & external communities, modeling & sharing best practices across teams, mentoring team members, and providing thought leadership & industry expertise through customer and community engagement.

• Drive strategic alignment and business outcomes across internal teams and customer organizations, grounded in a deep understanding of customers’ business priorities and needs, and demonstrating an ability to speak to trends that affect regulatory industries in particular.
• Build trusted executive relationships within highly complex large enterprises, influencing key decision-makers and advocating for customer outcomes through credible, data-driven insights.
• Leverage analytics and customer intelligence to inform adoption strategies, optimize KPIs, and demonstrate measurable business value through strategic success plans.
• Guide customers through digital and AI transformation, serving as a strategic partner in defining, executing, and scaling initiatives while proactively managing compliance, risk, and change.
• Orchestrate cross-functional collaboration to remove blockers, align technical and business resources, and deliver cohesive account strategies that accelerate secure adoption and tangible results.
• Ensure operational excellence through pipeline management, governance, and business reporting; synthesize customer insights to shape internal priorities and maintain stakeholder alignment.
• Continuously deepen expertise across Git Hub’s platform, regulated industry requirements, and evolving technology trends; mentor peers and contribute to the broader success community.

Required/Minimum Qualifications

• 10+ years experience in customer success management, software adoption management, technical account management, professional services consulting, service delivery management, or customer-facing program management, executive stakeholder management
  • OR Bachelor's Degree in Business, Engineering, Technology or related field AND 8+ years experience in the above areas
  • OR Master's Degree in Business, Engineering, Technology or related field AND 6+ years experience in the above areas
  • OR equivalent experience
• 5+ years' experience working at Enterprise SaaS B2B Software / AI First companies or relevant consulting experience
• Ability to travel up to 25% to serve business or…