Customer Success Manager

About GitHubAs the global home for all developers, GitHub is the complete AI-powered developer platform to build, scale, and deliver secure software. Over 100 million people, including developers from 90 of the Fortune 100 companies, use GitHub to build amazing things together across 330+ million repositories. With all the collaborative features of GitHub, it has never been easier for individuals and teams to write faster, better code.LocationsIn this role you can work from Remote, United StatesOverviewGitHub helps companies and organizations succeed by allowing them to build better software together. We're looking for Customer Success Managers (CSM) to align with internal teams on customers' business priorities.A GitHub CSM uses a data-driven approach, adapts customer success plans and timelines to meet relevant customer business goals measured by business Key Performance Indicators (KPI's), success measures, and customer expectations. They work with the customers, Customer Success Architects, and other partners to support resolution of blockers and accelerate consumption and solution implementation. Provides feedback to GitHub on customer development needs. Engages with and/or leverages relevant partners to support business outcomes, as appropriate. Identifies and coordinates internal teams across functions to support business outcomes and enable execution of customer success. Manages operational excellence and customer health by ensuring consumption process compliance and managing pipeline, engagements, and blockers by leveraging key tools, programs, and insights. Encourages customers and customer audiences to participate in relevant communities and programs. Leverages development opportunities to build their own Customer Success discipline expertise.ResponsibilitiesUnderstanding the Customer• Aligns with internal teams on customers' business priorities. Seeks information about the customer through research (e.g., reads customer publications, speaks with peers and customers, utilizes internal tools) to learn about their business needs and strategy. Keeps up to date with customer business and business outcomes. Supports work with customer stakeholders and business decision makers to create and update stakeholder maps. Ensures customer insights are communicated to internal teams (e.g., Engineering, Specialists, Account teams).Driving Business Value Realization• Using a data-driven approach, adapts customer success plans and timelines to meet relevant customer business goals measured by business and adoption Key Performance Indicators (KPIs), success measures, and customer expectations, depending on the type of engagement. Optimizes value realization by engaging other resources (e.g., Engineering, Partners) and ensuring progress reporting. Supports the realization of successful customer outcomes as references/case studies to accelerate the velocity of all current and future customers.• Works with the customers, Customer Success Architects, and partners to support resolution of blockers and accelerate consumption and solution implementation for selected scenarios. Creates plan for next best action. Supports customer change initiatives by applying foundational knowledge of change management principles. Drives awareness of the importance of change management in partnership with customers to drive consumption and adoption.Cross-Team Collaboration• Identifies and coordinates internal teams across functions to support business outcomes and enable execution of customer success.• Engages with and/or leverages relevant partners to support business outcomes, as appropriate. Identifies appropriate Microsoft partners and jointly develops a plan based on a shared understanding of the customer. Recommends partnerships with high strategic value and cultivates their support.Operational and Execution Excellence• Manages operational excellence and customer health by ensuring consumption process compliance (e.g., customer relationship management), engagements, and blockers by leveraging key tools, programs, and insights. Establishes and maintains internal governance processes. Leverages standard tools to ensure engagement hygiene. Provides regular updates to account and regional stakeholders on customers' transformation initiatives.Customer Trust and Advocacy• Acts as the voice of the customer (VOC) and partner by driving awareness of existing feedback, blockers, escalations, insights, resources, etc., across communities and internal teams (e.g., Engineering) so they can be added and prioritized. Responds to feedback and supports positive change within GitHub. Advocates for customers by sharing stories, learnings, and best practices.Community Involvement• Encourages customers and customer audiences to participate in relevant communities and programs (e.g., user groups, success factories) to support customer success. Connects customers to relevant communities and programs. Actively participates in relevant internal communities (e.g., GitHub community team) and leverages community as a source of information. Supports work with customers to improve best practices and open source program offices (OSPOs) communities. Shares success stories and best practices across communities and provides feedback and insights into the playbook for optimization.Technical Development• Leverages development opportunities (e.g., mentorships, role-based resources, trainings) and builds partnerships with technical teams (e.g., Customer Success Architects, Fastrack, Engineering) to build Customer Success discipline expertise, including product and required technical skills.Other• Embody our culture and valuesQualificationsRequired Qualifications:• 5+ 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 3+ 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 Master's Degree in Business, Engineering, Technology or related field AND 1+ year(s) 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 equivalent experience• Ability to travel up to 25% to serve business or client needsPreferred Qualifications:• 5+ years experience in Enterprise Software/Saas.• 1+ year(s) experience in change management and/or technology adoption.Compensation RangeThe base salary range for this job is USD $60,400.00 - USD $160,400.00 /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 inclusiveManager fundamentals• Model• Coach• CareLeadership principles• Create clarity• Generate energy• Deliver successWho We AreGitHub is the world's leading AI-powered developer platform with 100 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 StatementGitHub 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!