GitHub · 2 days ago
Associate Customer Success Manager
United States
Full-time
Remote
Entry, Mid Level
$52K/yr - $138K/yr
2+ years exp
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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.
Embody our culture and values.
Qualification
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Required
2+ years experience in customer success management, software adoption management, 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 1+ 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 equivalent experience
1+ years experience in managing a large volume of accounts, account management, customer success management, software adoption management, or customer facing program management
1+ years experience supporting a product or service within the software development life cycle, DevOps, DevSecOps, CI/CD, or other open source development tools
Preferred
Experience using CRM, analytics, and case management solutions
Passion for continually improving the customer experience
Benefits
Annual bonus
Stock
Company
GitHub
GitHub is a software company that offers code hosting services that allow developers to build software for open-source and private projects. It is a sub-organization of Microsoft.
501-1000 employees
H1B Sponsorship
GitHub has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (13)
2022 (17)
2021 (21)
2020 (9)
Funding
Current Stage
Late StageTotal Funding
$350MKey Investors
Sequoia CapitalAndreessen Horowitz
2018-06-03Acquired
2015-12-21Secondary Market
2015-07-29Series B· $250M
Leadership Team
Thomas Dohmke
CEO
PJ Hyett
Co-Founder
Recent News
Business Wire
2024-12-10
2024-12-05
2024-11-26
Company data provided by crunchbase
