Customer Success Management

Senior Director, Customer Success Management

📍 Location: Remote, United States

🏢 Company: GitHub

📅 Posted: Just now

About GitHub

GitHub is the world’s leading AI-powered developer platform with over 150 million developers and more than 420 million repositories. We're the go-to place where innovation meets collaboration, empowering individuals and enterprises to build software better, faster, and more securely.

The Opportunity

We’re looking for a Senior Director of Customer Success Management to lead our North America (NAMER) CSM team—overseeing a distributed organization of 40+ people. You'll work across high-touch, managed, and mid-market segments to ensure customers realize the full value of GitHub’s platform.

In this role, you’ll partner deeply with Customer Success Architects, Sales, Engineering, and Product to design and deliver enterprise-grade customer engagement strategies. You’ll drive outcomes around adoption, expansion, and retention—while building a technically credible, inclusive, and high-performing team.

What You’ll Do

🚀 Strategic Leadership

• Own and evolve customer engagement models across NAMER segments.
• Define and execute a long-term vision for post-sales customer success.
• Champion operational excellence and data-driven planning.

🧠 Technical & Executive Strategy

• Lead strategic customer engagements and executive briefings.
• Guide adoption of GitHub’s AI, DevSecOps, and developer productivity tools.
• Translate enterprise needs into actionable roadmaps with cross-functional teams.

🧩 Solution Design & Enablement

• Oversee technical proof of concepts and architectural reviews.
• Ensure delivery of tailored enablement frameworks and adoption plans.
• Inspire your team to lead with product expertise and strategic vision.

🧑‍🤝‍🧑 Team Leadership

• Manage and grow a diverse, distributed team of 40+ CSMs and leaders.
• Develop top talent and foster a culture of accountability, excellence, and innovation.
• Lead with empathy while delivering measurable customer outcomes.

🤝 Cross-Functional Collaboration

• Act as the voice of the customer across GitHub and Microsoft.
• Influence roadmap priorities and partner closely with engineering and product teams.
• Represent GitHub at strategic industry events and partner forums.

What We’re Looking For

Minimum Qualifications

• 12+ years of experience in Customer Success, Professional Services, or Technical Account Management
• (OR relevant degrees with adjusted experience requirements)
• 3+ years managing managers (second-line leadership)
• Experience with distributed remote teams (40+ employees)

Preferred Qualifications

• Led portfolios with $500M+ ARR
• Deep expertise in DevOps, AI/ML, DevSecOps, or software platform adoption
• Strong background in enterprise digital transformation
• Excellent executive communication and stakeholder management
• Willing to travel up to 25%

Compensation & Benefits

💸 Base Salary Range: $132,400 – $351,300/year

💼 Eligible for annual bonuses, stock options, and exceptional benefits

🌎 Remote-first work culture

📚 Generous learning and growth opportunities

Why GitHub?

At GitHub, we're not just a platform—we’re a global movement changing how software is built. Join a team that’s sending open source to Mars, accelerating AI adoption, and redefining what’s possible with developer tools. We’re remote-first, growth-focused, and powered by people like you.

GitHub is an Equal Opportunity Employer. We celebrate diverse backgrounds and believe in creating inclusive spaces for all.