Senior 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 Kingdom

Overview

GitHub is seeking a Senior Customer Success Manager to proactively guide enterprise organisations through their digital and business transformation journeys. This role is focused on driving customer adoption, value realisation, and long-term success with the GitHub platform while engaging senior business and technical decision-makers.

The ideal candidate brings extensive experience in customer success management, change management, and enterprise adoption. You will align closely with internal teams and partners, lead customer success planning, and serve as a trusted advisor to executive stakeholders. As a senior member of the CSM organisation, you will also contribute to the evolution of GitHub’s customer success practices, mentor peers, and represent GitHub in both internal and external communities.

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 senior customer stakeholders to map and maintain stakeholder relationships.
• Ensure customer insights are captured and communicated across GitHub

Driving Business Value Realization

• Use a data-driven approach to analyse customer adoption and optimise against KPIs, success measures, and expectations.
• Develop and execute customer success plans that align with customers’ business priorities and transformation objectives.
• Drive customer-specific roadmaps in collaboration with Sales, Engineering, Partners, and Customer Success Architects.
• Cultivate successful customer outcomes as references and case studies.
  Driving Change Management
• Partner with IT and business decision-makers to execute Customer Success Plans.
• Guide customers through organisational change using established change management principles.
• Influence leaders to implement, scale, and sustain change across their organisation.
• Take accountability for resolving adoption and consumption blockers by bringing together the right resources.
  Guiding Customer Success Strategy
• Engage executives by providing insights and feedback that shape their digital and business transformation strategy.
• Leverage GitHub’s success frameworks to create customer journeys and dynamic success plans.
• Provide actionable feedback to GitHub on customer needs to influence product and program roadmaps.

Cross-Team Collaboration

• Lead cross-functional engagement to align account strategy, develop business outcomes, and enable execution.
• Integrate stakeholders across solution areas to increase solution relevance and impact.
• Identify and collaborate with Sales on Customer Success Qualifies Leads (CSQLs)
  Operational & Execution Excellence
• Manage customer health, pipeline, 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.
  Customer Trust & Advocacy
• Act as the voice of the customer by surfacing feedback, blockers, and escalations across GitHub.
• 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.
  Community Involvement & Mentorship
• Actively participate in internal and external communities, sharing best practices and insights.
• Identify customer trends and connect them to relevant programs and communities.
• Mentor peers and contri