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Senior Manager, Customer Success Management

3 months ago

Myrtle Point, United States GitHub Full time

Senior Manager, Customer Success Management Minimum 8 years experience in post-sales roles such as Customer Success, Professional Services, Account Management, or other related roles Minimum 3 years experience leading teams within a management capacity Ability to commit to working east coast (EST) hours Responsibilities

Many of the team members will be supporting customers within the eastern time and South American timezones, therefore it is imperative that we bring on a team member who can commit to this timezone Own & Report on Key Metrics Ensure high revenue retention & growth for existing customers 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 team and company goals 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 Action Voice of the Customer feedback Drive executive alignment and engagement with customers Support mechanisms to share customer feedback to Product & Marketing Compensation Range USD $94,960.00 - USD $251,760.00 /Yr 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 These pay ranges are intended to cover roles based across the United States An individual's base pay depends on various factors including geographical location and review of experience, knowledge, skills, abilities of the applicant At GitHub certain roles are eligible for benefits and additional rewards, including annual bonus and stock These rewards are allocated based on individual impact in role Qualifications

Minimum 8 years experience in post-sales roles such as Customer Success, Professional Services, Account Management, or other related roles Minimum 3 years experience leading teams within a management capacity Ability to commit to working east coast (EST) hours Responsibilities

Many of the team members will be supporting customers within the eastern time and South American timezones, therefore it is imperative that we bring on a team member who can commit to this timezone Own & Report on Key Metrics Ensure high revenue retention & growth for existing customers Work on deployment & implementation rates 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 team and company goals 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 Action Voice of the Customer feedback Drive executive alignment and engagement with customers Support mechanisms to share customer feedback to Product & Marketing Benefits

Compensation Range USD $94,960.00 - USD $251,760.00 /Yr 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 These pay ranges are intended to cover roles based across the United States An individual's base pay depends on various factors including geographical location and review of experience, knowledge, skills, abilities of the applicant At GitHub certain roles are eligible for benefits and additional rewards, including annual bonus and stock These rewards are allocated based on individual impact in role About GitHub

As the global home for all developers, GitHub is the complete AI-powered developer platform to build, scale, and deliver secure software. Over 100 million people, including developers from 90 of the Fortune 100 companies, use GitHub to build amazing things together across 330+ million repositories. With all the collaborative features of GitHub, it has never been easier for... individuals and teams to write faster, better code.

Locations

In this role you can work from Remote, United States

Overview

GitHub helps companies and organizations succeed by allowing them to build better software together. The Customer Success Management team play a role in this by helping customers manage change their approach to development and realize the value of GitHub through adoption.

We're looking for a Senior Manager of Customer Success Management to help manage a senior team of Customer Success Managers that are dedicated to helping GitHub’s customers in North and South America, achieve their desired outcomes through GitHub’s products and services.

Our team are customer obsessed, 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. Many of the team members will be supporting customers within the eastern time and South American timezones, therefore it is imperative that we bring on a team member who can commit to this timezone.

Responsibilities • Own & Report on Key Metrics • Ensure high revenue retention & growth for existing customers • Work on deployment & implementation rates • 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 team and company goals • 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 • Action Voice of the Customer feedback • Drive executive alignment and engagement with customers • Support mechanisms to share customer feedback to Product & Marketing

Qualifications

Required Qualifications • Minimum 8 years experience in post-sales roles such as Customer Success, Professional Services, Account Management, or other related roles • Minimum 3 years experience leading teams within a management capacity • Ability to commit to working east coast (EST) hours

Preferred Qualifications • Experience guiding enterprise organizations through transformational change in technical domains. • Strong ability to navigate and direct internal process and systems • Knowledge or experience in DevOps, DevSecOps deployments or CI/CD tools • Strong ability to demonstrate customer obsession, and ensure customer issues are resolved with urgency • Experience with executive stakeholder management and a strong executive presence • Ability to communicate effectively in Spanish and/or Portuguese languages

Compensation Range

USD $94,960.00 - USD $251,760.00 /Yr.

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.

These pay ranges are intended to cover roles based across the United States. An individual's base pay depends on various factors including geographical location and review of experience, knowledge, skills, abilities of the applicant. At GitHub certain roles are eligible for benefits and 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.

GitHub Leadership Principles

Customer Obsessed - Trust by Default - Ship to Learn - Own the Outcome - Growth Mindset - Global Product, Global Team - Anything is Possible - Practice Kindness

Who We Are

GitHub is the world’s leading AI-powered developer platform with 100 million developers and counting. We’re also home to the biggest open-source community on earth (and 99% of the world’s software has open-source code in its DNA). Many of the apps and programs you use every day are built on GitHub.

Our teams are dreamers, doers, and pioneers, leading the way in AI, driving humanitarian efforts around the globe, and even sending open source to Mars (and beyond). At GitHub, our goal is to create the space you need to do your best work. We’re remote-first and offer competitive pay, generous learning and growth opportunities, and excellent benefits to support you, wherever you are—because we know that people flourish when they can work on their own terms.

Join us, and let’s change the world, together.

EEO Statement

GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate

Company information As the global home for all developers, GitHub is the complete AI-powered developer platform to build, scale, and deliver secure software. Over 100 million people, including developers from 90 of the Fortune 100 companies, use GitHub to build amazing things together across 330+ million repositories. With all the collaborative features of GitHub, it has never been easier for individuals and teams to write faster, better code. Information Technology, Technology, Software Development, Cloud Computing, Computer Software, Internet, Information Technology and Services, Computer Networking, Computer Hardware, Computer & Network Security

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