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Customer Success Manager

    As 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.

    Locations

    In this role you can work from Remote, Germany

    Overview

    As 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.

    GitHub helps companies and organizations succeed by allowing them to build better software together. We’re looking for Customer Success Managers (CSM)  to develop positive customer relationships and continue to grow GitHub’s business. We care about customer success and customer outcomes, and we’re extremely passionate about the quality of our work. The ideal candidate will have the aptitude to deepen our customer relationships, be proactive with addressing issues and concerns, and have a passion for working with others.

    Responsibilities

    In close partnership with GitHub Sales Professionals and Customer Success Architects (CSA), CSMs have a number of key responsibilities to improve our product offering and our customer relationships. The CSM will be expected to help customers achieve their business outcomes related to topics such as software development lifecycle, devops, innersource, code analysis and security, product strategy and enablement. The role involves three essential components:

    Driving Adoption: Many of our customers begin with a set of strategic projects that grow into sizable partnerships. Working with GitHub Sales Professionals and other cross functional teams, the CSM will:

    Develop strategies to expand engagement and enable adoption Build relationships with the key stakeholders & decision makers Build initiatives with customers to expand product awareness and identify new opportunities for growth Distill best practices across client base and deliver insights and advice based on those practices Support the expansion and renewal opportunities.

    Program Management: Customers typically have complex challenges that require focused management of programs that involve customer and GitHub team members working in partnership together. Working cross-functionally with Professional Services, Support, Product and Engineering, Sales and Solution Engineering the CSM will:

    Conduct regular customer “health check” meetings Identify and manage risks or issues for customer initiatives Act as the coordinator of internal GitHub resources for customer initiatives Conduct regular business reviews to provide customer and GitHub stakeholders with status, insights and strategic planning

    Voice of the Customer: CSMs will be expected to champion the voice of the customer internally at GitHub. In addition to providing an authoritative view of customer health, working closely with Product and Engineering, Marketing, Support and Sales, the CSM will:

    Track customer health metrics Support executive alignment and engagement with customers Connect customer feedback to Product & Marketing Develop customer superfans to help evangelize within customer organizations and externally with other GitHub customers

    Qualifications

    Required Qualifications

    Considerable experience in customer success management, software adoption management, technical account management, professional services consulting, or customer facing program management in a fast-paced and dynamic environment. Experience with executive stakeholder management and a strong executive presence. Fluency in English and German, with strong verbal and written communication skills. Ability to travel approximately 25%.

    Preferred Qualifications

    Experience helping customers with software development practices, devops, CI/CD, or open source development practices Experience guiding enterprise organizations through transformational change in technical domains Experience working in the software development domain. Collaborative and team-focused, with a willingness to take initiative. Self-directed and resourceful.

    GitHub Leadership Principles

    Customer Obsessed – Trust by Default – Ship to Learn – Own the Outcome – Growth Mindset – Global Product, Global Team – Anything is Possible – Practice Kindness

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