Director, Customer Success Management

We’re looking for a Director of Customer Success Management to help grow a team of Customer Success Managers dedicated to helping GitHub’s customers achieve their desired outcomes. 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 mentor and lead the team of Customer Success Managers as they deepen our customer relationships and are proactive with addressing issues and concerns.

Responsibilities

• Own & Report on Key Metrics
  • Product Adoption Metrics
  • Customer Health Metrics
  • Revenue retention & growth for existing customers
  • Deployment & implementation rates
• Recruit, Retain, Grow Your Team
  • Build & manage pipeline of candidates
  • Manage against performance expectations
  • Create & maintain a team-based culture, focused on customer outcomes
  • Mentor & grow your team of CSMs
• Driving Value for Customers
  • Develop strategies to expand engagement and enable adoption
  • Build & maintain alignment with internal stakeholders in pursuit of
  • Build initiatives to expand product awareness and identify new opportunities for growth for customers.
  • Distill best practices across the customer base and develop repeatable mechanisms to drive efficiency within your team.
  • Support the expansion and renewal opportunities.
• Voice of the Customer
  • Drive executive alignment and engagement with customers
  • Develop & support mechanisms to share customer feedback to Product & Marketing
  • Develop organizational super fans to help evangelize within customer organizations and externally with other GitHub customers.

Qualifications:

• 5-7 years management experience leading teams in a SaaS company
• 3-5 years leading customer success, customer engineering, customer experience, or professional services teams
• Demonstrated ability to manage globally distributed teams
• Customer-focused mindset, with strong desire to ensure customer issues are resolved with urgency
• Strong interpersonal and communication skills, especially when working with internal teams
• Experience with executive stakeholder management and a strong executive presence
• 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 or DevOps domains
• Knowledge or experience in DevOps, DevSecOps deployments or CI/CD tools
• Collaborative and team-focused, with a willingness to take initiative
• 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.

Apply Here