Director of Customer Success Management, Github

• 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 eld AND 8+ 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 eld AND 6+ 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 equivalent experience
• 3+ years post sales people leadership experience in a B2B SaaS company > $100 Million+ ARR run rate business
• Experience guiding enterprise organizations and internal teams through transformational change in technical domains
• Ability to travel approximately 25%

Desirable

• GitHub is seeking a Director of Customer Success Management to lead and grow a team of Customer Success Managers (CSMs) dedicated to helping our customers achieve their desired outcomes
• We are passionate about customer success and the quality of our work
• The ideal candidate will have deep enterprise experience, proven people leadership skills, and the ability to manage multiple customer segments, verticals and complex technical products across the GitHub Platform
• This individual will coach team members to guide customers in managing change initiatives by applying knowledge of change management principles
• They will establish standard processes for the team to offer feedback and insights, helping customers set and achieve their digital and business transformation goals
• The role involves managing, fostering, and leveraging relationships with key partners to expand the partner network and drive business results
• Additionally, they will lead internal and external communities, enhancing their competitive and strategic expertise through customer discussions and community engagement
• This role also includes people management responsibilities, such as supporting employee development, overseeing project execution, and managing team performance
• Drive, Deliver and Demonstrate Value for Customers: Develop, execute, engage and enable adoption, while building alignment with internal stakeholders, create initiatives to expand product awareness, and identify new growth opportunities for customers
• Support escalations, expansion and renewal opportunities
• Recruit, Retain, Grow Your Team: Build and manage a pipeline of candidates, uphold a high bar for excellence, proactively manage performance expectations, create and maintain a team-based culture focused on customer outcomes while navigating constant change, and mentor and grow your team of CSMs
• Voice of the Customer: Drive executive alignment and engagement with customers, develop and support mechanisms to share customer feedback with Product, Engineering and Marketing teams, and develop organizational superfans to help evangelize within customer organizations and externally with other GitHub customers
• Own & Report on Key Metrics: Oversee product adoption metrics, customer health metrics, revenue retention and growth, and deployment and implementation rates