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 (AMER) 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 AMER 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
• Strategic Leadership & 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
• Technical Strategy & Executive Engagement
• 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
• Solution Design, Proof, and Customer Enablement
• 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
• Team Leadership & Development
• 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
• Customer Value & Cross-Functional Collaboration
• 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