Customer Success Manager

Remote - US / Canada Support

GitHub helps companies and organizations succeed by allowing them to build better software together. We're looking for Customer Success Managers to develop positive customer relationships and continue to grow GitHub’s business. We care about customer success and customer service, 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, this CSM will have a number of key responsibilities to improve our product offering and our customer relationships. The CSM will be expected to have both highly technical conversations related to software development lifecycle, devops, innersource, code analysis and security as well as high-level business discussions on product strategy and commercials. The role involves three essential components:

  • Securing Expansions: Many of our largest customers started with a set of strategic projects that have grown over 1-2 years into an Enterprise deal. Working with GitHub Sales Professionals, the CSM will:
    • Develop strategies to expand engagement with key strategic accounts
    • Build relationships with the key stakeholders & decision makers
    • Set up and run projects to prove the value of GitHub’s platform to new teams/executives
    • Distill best practices across client base and deliver insights and advice based on those practices
    • Assist sales representatives with renewals
  • Project Management: We run many GitHub proof of concepts with our customers; these are typically complex projects that involve several GitHub engineers and customer’s engineers/technical staff working together. Work cross-functionality with many internal teams including Services, Support and Solution Engineering, the CSM will:
    • Run regular check in meetings
    • Collect stats on results progress
    • Ensure blockers are quickly resolved
    • Create highly customized Quarterly Business Reviews to provide key stakeholders with status, insights and strategic direction
  • Product Improvement: Work closely with Product, Marketing, Support and Sales to help them better understand how our customers use the GitHub platform, why it is valuable to them and what we could do to make it even better.

Qualifications:

  • 5-7  years’ technical project management, technical account management, or professional services consulting experience that includes customer-facing responsibilities within Enterprise customers
  • 2-5 years' experience (and demonstrated credibility) working in a technical role within a software engineering-focused business
  • Strong customer orientation, dedication, and passion for delivering a great customer experience
  • World-class verbal and written communication skills
  • Collaborative and team-oriented
  • Ability to travel approximately 25% when it is safe to do so
  • Must be legally authorized to work in the United States

Essential Qualifications:

  • Experience working in the software development domain
  • Knowledge or experience in DevOps, DevSecOps deployments or CI/CD tools
  • High energy and positive attitude
  • Ability to take initiative
  • Comfortable working in a fast-paced and dynamic environment
  • Flexible (ability to work across different time zones) and able to think quickly
  • Willing to go the extra mile with a strong work ethic; self-directed and resourceful
  • Preferred: Experience working in the software development application software security domain
  • Preferred: Knowledge or experience of code analysis / software analysis tooling and techniques (e.g. program analysis, static analysis; dynamic analysis; data flow and information flow; security analysis)

Who We Are:

GitHub is the developer company. We make it easier for developers to be developers: to work together, to solve challenging problems, and to create the world’s most important technologies. We foster a collaborative community that can come together—as individuals and in teams—to create the future of software and make a difference in the world.

Leadership Principles:

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

Why You Should Join:

At GitHub, we constantly strive to create an environment that allows our employees (Hubbers) to do the best work of their lives. We've designed one of the coolest workspaces in San Francisco (HQ), where many Hubbers work, snack, and create daily. The rest of our Hubbers work remotely around the globe. Check out an updated list of where we can hire here: https://github.com/about/careers/remote

We are also committed to keeping Hubbers healthy, motivated, focused and creative. We've designed our top-notch benefits program with these goals in mind. In a nutshell, we've built a place where we truly love working, we think you will too.

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!

Please note that benefits vary by country. If you have any questions, please don't hesitate to ask your Talent Partner.

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Github

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GitHub brings together the world’s largest community of developers to discover, share, and build better software.


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