GitHub helps companies and organizations succeed by allowing them to build better software together. We're looking for a Strategic Customer Success Manager to help our largest customers in our East Region with their most challenging opportunities. We care about customer success and customer outcomes, 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 and Customer Success Architects (CSA), CSMs have a number of key responsibilities to improve our product offering and our customer relationships. The Strategic/STAFF CSM will be expected to help customers achieve their business outcomes related to topics such as software development lifecycle, devops, innersource, code analysis and security, product strategy and enablement. The role involves three essential components:

• Driving Adoption: Many of our customers begin with a set of strategic projects that grow into sizable partnerships. Working with GitHub Sales Professionals and their paired CSA, the CSM will:
• Develop strategies to expand engagement and enable adoption
• Build relationships with the key stakeholders & decision makers
• Build initiatives with customers to expand product awareness and identify new opportunities for growth
• Distill best practices across client base and deliver insights and advice based on those practices
• Support the expansion and renewal opportunities.
  
• Program Management: Customers typically have complex challenges that require focused management of programs that involve customer and GitHub team members working in partnership together. Working cross-functionally with Professional Services, Support, Product and Engineering, Sales and Solution Engineering the CSM will:
• Conduct regular customer “health check” meetings
• Identify and manage risks or issues for customer initiatives
• Act as the coordinator of internal GitHub resources for customer initiatives
• Conduct regular business reviews to provide customer and GitHub stakeholders with status, insights and strategic planning
  
• Voice of the Customer: CSMs will be expected to champion the voice of the customer internally at GitHub. In addition to providing an authoritative view of customer health, working closely with Product and Engineering, Marketing, Support and Sales, the CSM will:
• Track customer health metrics
• Support executive alignment and engagement with customers
• Connect customer feedback to Product & Marketing
• Develop customer superfans to help evangelize within customer organizations and externally with other GitHub customers

A Staff CSM is also expected to have the aptitude to help mentor and coach their peers. They will contribute to best practices and the development of repeatable mechanisms (processes and success plays) to drive efficiency within the team.

Qualifications:

• 10-14 years experience in customer success management, software adoption management, technical account management, professional services consulting, or customer facing program management
• Experience helping customers with software development practices, devops, CI/CD, or open source development practices
• Candidate must sit in Eastern Standard Time zone
• Experience using customer success and CRM, analytics, and case management solutions
• Passion for continually improving the customer experience
• Strong verbal and written communication skills
• Experience with executive stakeholder management and a strong executive presence
• Experience coaching and enabling other team members
• Experience building and implementing process and playbooks
• Ability to travel approximately 25% when it is safe to do so

Essential Qualifications:

• Comfortable working in a fast-paced and dynamic environment
• Experience working in the software development domain
• Knowledge or experience in DevOps, DevSecOps deployments or CI/CD tools
• Collaborative and team-focused, with a willingness to take initiative
• Self-directed and resourceful
• Preferred: Experience working in the software development application software security or CI/CD domains
• Preferred: Experience guiding enterprise organizations through transformational change in technical domains.

Minimum salary of $115,000 to maximum $258,170

At GitHub certain roles are eligible for additional rewards, including annual bonus and stock. These rewards are allocated based on individual impact in role. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.

Location: In this role, you can work remotely from anywhere in the following States: Connecticut, Delaware, District of Columbia, Maine, Maryland, Massachusetts, New Hampshire, New Jersey, New York, Pennsylvania, Rhode Island, Vermont, Virginia.

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