Senior Director of Customer Success Management, Github

• This role is ideal for a second-line or third-line leader who thrives in fast-paced environments, can articulate technical value to enterprise stakeholders, and has a passion for leading high-performing, customer-centric teams
• A strong technical aptitude and enterprise experience are essential, along with a passion for enabling engineering-focused organizations to achieve business outcomes through GitHub's developer platform
• If you're energized by leading through complexity, partnering cross-functionally, and building high performing product-aligned teams, we'd love to hear from you
• 12+ 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 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 Master's Degree in Business, Engineering, Technology or related field 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 equivalent experience
• 3+ years of demonstrated second-line leadership experience (managing managers) in post-sales revenue roles
• Experience working remotely and overseeing distributed, remote teams of 40+ employees

Desirable

• GitHub is seeking a technically fluent and strategic Senior Director of Customer Success to lead our North America (NAMER) Customer Success Management organization
• In this critical role, you will oversee a team of 40+ employees, working in close partnership with Customer Success Architects (CSAs), Scale and Digital Success, and Renewals Specialists to deliver measurable outcomes across GitHub’s full platform
• You’ll join the Customer Outcomes leadership team reporting to the VP, Customer Outcomes. Your focus will be to define and scale our NAMER engagement model while driving durable customer value, retention, and expansion
• You will be expected to engage directly with customers and executive stakeholders, especially in technically complex or product-led environments, and will collaborate deeply with our Sales, Solution Engineering, Partner Ecosystem and Product teams to align strategy and execution
• Lead and evolve GitHub’s customer engagement portfolio across High-Touch, Managed, and Mid-Market segments in NAMER
• Define, operationalize, and mature a clear short-, mid-, and long-term vision for the post-sales Customer Success Management function, in close partnership with CSAs and Renewals
• Champion operational excellence through scalable engagement models, data-informed planning, and repeatable delivery methodology
• Lead strategic customer engagements that require technical depth, solution design, and long-range technology roadmaps
• Partner closely with Solution Engineering and Field CTOs to translate customer objectives into actionable success plans and adoption strategies
• Guide adoption of GitHub’s platform, DevOps, AI/ML, and security offerings by aligning with technical stakeholders and enterprise buying centers
• Build executive-level trust with customers by demonstrating fluency in GitHub’s product suite, industry trends, and developer transformation journeys
• Oversee advanced customer engagements including proof of concepts, architecture reviews, and consumption playbooks
• Inspire your team to lead technical value conversations, leveraging GitHub’s product capabilities to solve strategic customer problems
• Ensure delivery of high-impact enablement frameworks, reference architectures, and adoption plans tailored to industry-specific customer needs
• Lead, coach, and scale a distributed team of 40+ CSMs and people leaders across North America
• Build a high-performing, technically credible, and inclusive team culture rooted in accountability, excellence, and customer value
• Recruit and develop talent with a strong focus on leadership development and technical fluency across roles
• Deliver business outcomes aligned with adoption, retention, and expansion goals across multisegment portfolios
• Represent the voice of the customer to internal teams—particularly Product, Engineering, and Marketing—ensuring feedback directly influences roadmap priorities
• Collaborate deeply with Microsoft, Channel Partners, and Global Systems Integrators to amplify success and scale adoption through ecosystem engagements
• Represent GitHub in strategic forums, industry events, and executive briefings, elevating GitHub’s presence as the trusted platform for AI-powered software innovation