Full-Time

Customer Success Manager

Posted on 11/26/2024

GitHub

GitHub

5,001-10,000 employees

Code hosting and collaboration platform

Enterprise Software
AI & Machine Learning

Compensation Overview

$64.9k - $172kAnnually

+ Sales Incentives + Annual Bonus

Senior

Remote in USA

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
Requirements
  • 5+ 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 3+ 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 1+ year(s) 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
  • Ability to travel up to 25% to serve business or client needs
Responsibilities
  • Aligns with internal teams on customers' business priorities. Seeks information about the customer through research (e.g., reads customer publications, speaks with peers and customers, utilizes internal tools) to learn about their business needs and strategy. Keeps up to date with customer business and business outcomes. Supports work with customer stakeholders and business decision makers to create and update stakeholder maps. Ensures customer insights are communicated to internal teams (e.g., Engineering, Specialists, Account teams).
  • Using a data-driven approach, adapts customer success plans and timelines to meet relevant customer business goals measured by business and adoption Key Performance Indicators (KPIs), success measures, and customer expectations, depending on the type of engagement. Optimizes value realization by engaging other resources (e.g., Engineering, Partners) and ensuring progress reporting. Supports the realization of successful customer outcomes as references/case studies to accelerate the velocity of all current and future customers.
  • Works with the customers, Customer Success Architects, and partners to support resolution of blockers and accelerate consumption and solution implementation for selected scenarios. Creates plan for next best action. Supports customer change initiatives by applying foundational knowledge of change management principles. Drives awareness of the importance of change management in partnership with customers to drive consumption and adoption.
  • Identifies and coordinates internal teams across functions to support business outcomes and enable execution of customer success.
  • Engages with and/or leverages relevant partners to support business outcomes, as appropriate. Identifies appropriate Microsoft partners and jointly develops a plan based on a shared understanding of the customer. Recommends partnerships with high strategic value and cultivates their support.
  • Manages operational excellence and customer health by ensuring consumption process compliance (e.g., customer relationship management), engagements, and blockers by leveraging key tools, programs, and insights. Establishes and maintains internal governance processes. Leverages standard tools to ensure engagement hygiene.
  • Provides regular updates to account and regional stakeholders on customers' transformation initiatives.
  • Acts as the voice of the customer (VOC) and partner by driving awareness of existing feedback, blockers, escalations, insights, resources, etc., across communities and internal teams (e.g., Engineering) so they can be added and prioritized. Responds to feedback and supports positive change within GitHub. Advocates for customers by sharing stories, learnings, and best practices.
  • Encourages customers and customer audiences to participate in relevant communities and programs (e.g., user groups, success factories) to support customer success.
  • Connects customers to relevant communities and programs. Actively participates in relevant internal communities (e.g., GitHub community team) and leverages community as a source of information. Supports work with customers to improve best practices and open source program offices (OSPOs) communities. Shares success stories and best practices across communities and provides feedback and insights into the playbook for optimization.
  • Leverages development opportunities (e.g., mentorships, role-based resources, trainings) and builds partnerships with technical teams (e.g., Customer Success Architects, Fastrack, Engineering) to build Customer Success discipline expertise, including product and required technical skills.

GitHub is a platform that supports software development by allowing developers to write, review, and manage code collaboratively. It offers a range of tools for both individual developers and larger enterprises, including free services for small teams and premium solutions like GitHub Enterprise Cloud and GitHub Enterprise Server, which provide advanced security features and dedicated support. GitHub's products help streamline project management and enhance code security, making it easier for teams to work together on software projects. A key feature is GitHub Copilot, an AI tool that suggests code snippets to help developers code faster. GitHub differentiates itself from competitors by providing extensive resources for enterprise teams, including marketing and technical support, as well as access to a large community of developers. The goal of GitHub is to maximize developer productivity and innovation while ensuring secure and efficient software development.

Company Stage

Acquired

Total Funding

$340.5M

Headquarters

San Francisco, California

Founded

2008

Growth & Insights
Headcount

6 month growth

-6%

1 year growth

2%

2 year growth

16%
Simplify Jobs

Simplify's Take

What believers are saying

  • GitHub's extensive user base of over 100 million developers provides a vast community for collaboration and knowledge sharing.
  • The introduction of GitHub Copilot Enterprise and AI-powered security features positions GitHub as a leader in AI-driven developer tools.
  • GitHub's comprehensive resources, including marketing and technical support, help enterprises maximize the platform's potential.

What critics are saying

  • The competitive landscape with rivals like AWS CodeWhisperer could impact GitHub's market share and growth.
  • Dependence on subscription fees for enterprise solutions may pose a risk if economic downturns lead to reduced IT budgets.

What makes GitHub unique

  • GitHub's integration of AI through GitHub Copilot sets it apart by significantly enhancing developer productivity and innovation.
  • The platform's dual offering of free and premium services caters to both individual developers and large enterprises, providing flexibility and scalability.
  • GitHub's strong focus on application security and compliance controls makes it a preferred choice for enterprises concerned with code security.

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Benefits

A diverse and inclusive workplace - At GitHub, we think that a diverse company is a strong company, and we work hard to foster a supportive and welcoming workplace. Learn more about our commitment to diversity.

Work happier - Build amazing things with a balance of autonomy and collaborative teamwork. Set your own work schedule and make use of a flexible PTO plan when you need to recharge.

Lead from any location - GitHub is a remote-first company with offices located throughout the US, Europe, and Asia. Whether you live near an office or not, GitHub believes you can do your best work wherever you are. If you work remotely, you will receive a stipend to outfit your home office and receive reoccurring reimbursement refreshes.

Put your health and family first - You’ll enjoy 100% coverage of health insurance premiums across our medical, dental, and vision plan offerings, including coverage for dependents. We also offer five months of paid family leave to all new parents with the option to use it all at once or throughout the baby’s first year.

Find your zen - GitHub provides a monthly wellness stipend designed to cover anything from gym memberships, massage, meditation apps, or any other wellness related expenses.

Invest in your future - At GitHub, you’ll have a stake in the future success of our platform with equity grants. For full-time employees, we offer competitive 401k planning with a 50% company match up to the IRS 402(g) annual limit.

Keep growing - Learn how you learn best. From books to conferences, you’ll get a yearly budget for your individual learning and development goals.

Give back to your community - We believe in sharing our time, resources, and products to contribute to positive social impact. GitHub matches charitable donations up to $15,000 per calendar year. And for each hour (up to 40 hours) of volunteering per year, you will receive $20 to donate to an organization of your choice.

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