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. Today, the GitHub Customer Success team is made up of a highly talented group of customer-focused team members who have a passion for our customers. If you thrive in a high paced environment and enjoy leading and managing challenging projects, this position may be right for you.

To continue our growth, while maintaining our high-quality work output, we are hiring a proven operations-minded Business Program Manager to work in our Go-to-Market (GTM) Release Readiness team to ensure all our teams within Customer Success, including front line support engineers, professional & partner services and customer success managers [CSMs] are ready for any new product or services which we are releasing. This planning function will ultimately drive better efficiency, higher predictability, and lower risks, all to better align with our business needs and improve reporting and transparency.

This position is a critical part of our enablement activity to ensure we are ready to provide world class support to developers across the world to help them maximize the benefits of our products and services and accelerate human progress through developer collaboration.

Responsibilities

As a Business Program Manager within Revenue Enablement and working in direct support of the Customer Success organization, you will engage with key stakeholders (including senior level leaders), business and product owners:

• To understand the Product Road map and release plan, gathering requirements from a support and wider customer success perspective and ensuring we’re “support ready” at launch by leading critical activity and an overall workback plan(s).
• Possess the ability to effectively utilize resources/tools to track project actions and owners.
• Have the ability to identify, track and mitigate risks.
• Must possess the ability to quickly understand project details and communicate (both verbally and in writing) the overall status and aspects of a project through it’s lifecycle of GTM.
• Successfully deploy process and operational changes to both internal and external customers, as outlined by project criteria.
• Actively lead, document, and participate in customer support journey design based on the components of the release.
• Ensure measures of success of a project or release are well documented and in place.
• Drive post release reviews ensuring any lessons learned are built into future processes.
• Provide insight and constructive feedback to product teams based on Post Release Monitoring.
  
  

This position requires significant cross-group coordination, and excellent written and verbal communication skills, as well as the ability to drive collaborative discussions with key stakeholders. Further, you will need to communicate at many organizational levels. You’ll develop and foster effective cross-functional relationships and successfully plan and execute changes across the customer success organization and wider revenue sales and enablement teams. You will bring strong Program and Project Management skills, be interested in, and able to understand and develop support strategies along with the ability to focus at a detailed level tasks, simultaneously. Success metrics include scheduling, coordination of resources, risk mitigation, communication, post mortems to aid in learning and process improvement. You need to be able to collaborate across multiple teams and hold others accountable to our governance around product and service launches.

Qualifications

Required Qualifications:

• 4+ years of direct work experience in a Technical Support or Customer Success environment, with a proven track record of excellence in customer service and a deep understanding of Customer Success Organizations.
• 3+ years of project/program management experience, including leading cross-functional teams, managing end-to-end project lifecycles, and ensuring "Release Readiness" in a software-based business environment.
• Demonstrated ability to drive strategy and influence senior leaders, with a proven record of thought leadership and implementing long-term, preventative risk mitigation strategies within complex support planning.
• Experience managing, tracking, and communicating project details across multiple organizational levels.
  
  

Preferred Qualifications:

• 5+ years of experience working in a customer success or technical support role within a software-based business, particularly with experience in SaaS environments.
• Proven ability to identify, design, and implement process improvements across cross-functional teams, with a focus on operational excellence and driving change for continuous improvement.
• Experience leading and coordinating virtual teams across different regions, including managing projects that involve subject matter experts and cross-functional leads, with the ability to travel as needed (approx. 5%).
• Experience with GitHub and its technologies
  
  

Compensation Range

The base salary range for this job is USD $73,500.00 - USD $195,000.00 /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 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!