Staff Customer Success Manager

About GitHub GitHub 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 GitHub to collaborate, and more than 77,000 organisations have adopted GitHub Copilot. Locations In this role you can work from Remote, United States Overview 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 GitHub 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. Responsibilities 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 GitHub’s platform, regulated industry requirements, and evolving technology trends; mentor peers and contribute to the broader success community. Qualifications 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 customer needs Preferred Qualifications 5+ years' experience in change management and/or technology adoption Strong preference for deep experience in regulated industries (financial services, manufacturing, healthcare, government and life sciences) Prior experience supporting products in the DevOps, DevSecOps, Developer AI or SDLC industry Ability to be dynamic in approach to work while also managing ambiguityShape Compensation Range The base salary range for this job is USD $100,880.00 - USD $267,680.00 /Yr. In addition, this role also has the opportunity to earn sales incentives. On target earnings (OTE) is based on a 80/20 base salary/sales incentive. These pay ranges are intended to cover roles based across the United States. An individual's base pay depends on various factors including geographical location and review of experience, knowledge, skills, abilities of the applicant. At GitHub certain roles are eligible for benefits and additional rewards, including annual bonus and stock. These rewards are allocated based on individual impact in role. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee's role. GitHub values Customer-obsessed Ship to learn Growth mindset Own the outcome Better together Diverse and inclusive Manager fundamentals Model Coach Care Leadership principles Create clarity Generate energy Deliver success Who We Are GitHub is the world’s leading AI-powered developer platform with 150 million developers and counting. We’re also home to the biggest open-source community on earth (and 99% of the world’s software has open-source code in its DNA). Many of the apps and programs you use every day are built on GitHub. Our teams are dreamers, doers, and pioneers, leading the way in AI, driving humanitarian efforts around the globe, and even sending open source to Mars (and beyond!).At GitHub, our goal is to create the space you need to do your best work. We’re remote-first and offer competitive pay, generous learning and growth opportunities, and excellent benefits to support you, wherever you are—because we know that people flourish when they can work on their own terms. Join us, and let’s change the world, together. EEO Statement GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate! #J-18808-Ljbffr GitHub, Inc.