Success at Scale Programs Manager III

About GitHubGitHub is the world’s leading platform for agentic software development — powered by Copilot to build, scale, and deliver secure software. Over 180 million developers, including more than 90% of the Fortune 100 companies, use GitHub to collaborate, and more than 77,000 organisations have adopted GitHub Copilot. LocationsIn this role you can work from Remote, United States OverviewThe Success at Scale Program Manager role at GitHub is responsible for executing the strategy of post-sale digital and scale programs to drive adoption, retention, and mitigate risks within specific customer segments, supporting our global audience. This individual contributor role will create and implement customer-centric digital campaigns, ensuring scalable, data-driven, post-sale digital campaigns drive successful customer outcomes. They will align to standard processes to analyze and report on campaign performance, with a focus on proactive problem-solving, strategic alignment, and measurable cross-functional impact. Key responsibilities include developing and implementing adoption, retention, and expansion campaigns, such that all customers have the right enablement engagement and expertise via digital, scale, and self-service channels. 

Responsibilities

Design, implement, and optimize a portfolio of digital-first programs to drive product adoption, customer retention, and expansion. Ensure cross-functional alignment by integrating stakeholder feedback, defining KPIs, and refining processes to enhance efficiency and impact of programs. Develop measurable customer campaigns that align with company goals and customer needs, ensuring they scale effectively to meet evolving business objectives.
Design AI-powered digital and scale programs that enhance customer success through automation, self-service, and community-driven models. Partner with Operations and Analytics to utilize revenue signals and telemetry for customer engagement and adoption, iterating campaigns based on insights. Leverage analytics and automation to streamline workflows, track success, and drive continuous improvements with team members in engagement, retention, and risk mitigation.
 Develop and execute cross-functional plans that align with business goals and successful customer outcomes. Collaborate with internal stakeholders and cross-functional partners across Customer Success, Operations, Analytics, Marketing, Product, and Sales to drive program success and impact. Manage change, negotiates deadlines and deliverables with stakeholders, prioritizes work.
• Contribute to a culture of innovation, incorporating industry best practices and AI capabilities within a portfolio of digital and scale programs. Deeply understand our customers’ needs by being customer 0 of GitHub platform features. Share knowledge, best practices, and thought leadership for digital engagement, automation, and self-service capabilities.

QualificationsRequired Qualifications:

5+ years experience in program management, project management, customer success, lifecycle marketing, or a related field
OR Bachelor's Degree in a related field AND 3+ years experience in program management, project management, customer success, lifecycle marketing, or a related field
OR equivalent experience.

1+ years experience executing scalable customer success programs that drive measurable impact.
1+ years experience with customer engagement and communication platforms uniquely aligned with Digital and Scale program execution (such as Gainsight, Totango, Journey Orchestrator, Marketo, and/or Salesforce).

Preferred Qualifications:

Experience and ability to influence and drive innovation across cross-functional teams in a fast-paced B2B SaaS environment and utilizing data to inform decision making.Experience in the software development or DevOps domains, with experience in designing and implementing scalable processes and leveraging automation tools to optimize customer success operations.Experience leveraging AI-powered solutions for digital and/or scaled customer engagements.Knowledge of digital customer journey frameworks, segmentation strategies, and lifecycle automation to scale customer success programs.Experience with analytics tools, such as Tableau, PowerBI, Salesforce, Azure Analytics Services, and/or others, aligned with driving data-driven decision-making and prioritizing high-impact initiatives.

Compensation RangeThe base salary range for this job is USD $85,000.00 - USD $225,400.00 /Yr.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 values

• Customer-obsessed
• Ship to learn
• Growth mindset
• Own the outcome
• Better together
• Diverse and inclusive

Manager fundamentals

• Model
• Coach
• Care

Leadership principles

• Create clarity
• Generate energy
• Deliver success

Who We AreGitHub is the world’s leading AI-powered developer platform with 150 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 StatementGitHub 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!

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