Sr. Manager, Digital and Scale Programs

The Senior Manager, Digital and Scale Programs at GitHub is a leadership role that is responsible for owning the strategy and execution of post-sale digital and scale programs to drive adoption, retention, and mitigate risks within specific customer segments, supporting our global audience.

As a people leader, this individual will coach a team of program leads to create and implement a customer-centric campaign brief process, ensuring scalable, data-driven, post-sale digital campaigns to drive successful customer outcomes. They will establish standard processes for the team to analyze and report on campaign performance, with a focus on proactive problem-solving, strategic alignment, and measurable cross-functional impact.

Key responsibilities include driving adoption, retention and expansion campaigns, such that all customers have the right enablement engagement and expertise via digital, scale and self-service channels. By integrating content and operations programs, this role enhances customer engagement and enablement, driving continuous growth and success at scale.

• Project & Program Management: Oversee a portfolio of full lifecycle of digital and scale programs, ensuring effective execution through cross-functional collaboration and resource optimization. Drive alignment by integrating stakeholder feedback, defining KPIs, and refining processes to enhance efficiency. Develop and implement a global Scaled Customer Success strategy that aligns with company goals and customer needs. Lead content and operations programs that enhance customer engagement, and enablement, ensuring they scale effectively to meet evolving business objectives.
  
  

• Driving Business Impact & Continuous Improvement: Design AI-powered digital and scale programs that enhance customer success through automation, self-service, and community-driven models. Establish data-driven frameworks to assess engagement and adoption, iterating based on insights. Leverage analytics and automation to streamline workflows, track success, and drive continuous improvements in engagement, retention, and risk mitigation.
  
  

• Team Leadership & Talent Development: Own the recruitment, development, and proactive performance management of a high-performing team to ensure impactful digital and scale programs. Create and maintain a team-based culture focused on customer outcomes while navigating constant change, foster innovation and an openness to quickly experiment and learn from failure, and mentor and grow your team.
  
  

• Stakeholder Engagement (Internal & External): Develop and execute cross-functional plans that align with business goals and successful customer outcomes. Foster collaboration across internal teams and external communities while influencing senior leaders and cross-functional partners. Enhance cross-functional coordination with Customer Success, Operations, Marketing, Product, and Sales through clear communication, delivering to improve the customer journey and minimize friction points.
  
  

• Thought Leadership & Innovation: Drive a culture of innovation, incorporating AI capabilities within all digital and scale programs. Deeply understand our customers’ needs by being customer 0 of GitHub platform features, expanding our resources for digital engagement, automation, and self-service capabilities.
  
  Drive a culture of continuous learning by mentoring teams and sharing best practices. Stay ahead of industry trends, integrating emerging tools and methodologies to optimize customer outcomes and shape GitHub’s broader Customer Success and Experience strategy.

Required Qualifications:

• • 7+ years experience in program management, product management, project management, customer success, or a related field

    • OR Bachelor's Degree in a related field AND 5+ years experience in program management, product management, project management, customer success, or a related field

    • OR equivalent experience

  • 1+ years of post-sales people leadership experience, managing digital & scaled customer programs in a B2B SaaS company

  • Demonstrated knowledge and expertise in customer engagement and communication platforms uniquely aligned with Digital and Scale program execution (example: CSPs, Emails tools, CDP etc)

  • Demonstrated knowledge and expertise in analytics tools, such as PowerBI, Azure Analytics Services, and others, uniquely aligned with driving data-driven decision-making and prioritizing high-impact initiatives.

Preferred Qualifications:

• Strong collaborative mindset with the ability to influence and drive innovation across cross-functional teams in a fast-paced B2B SaaS environment.

• Experience in the software development or DevOps domains, with expertise in designing and implementing scalable processes and leveraging automation tools to optimize customer success operations.

• Proven leadership in talent development, performance management, and emotional intelligence, focused on fostering innovation and operational excellence.

• In-depth knowledge of digital customer journey frameworks, segmentation strategies, and lifecycle automation to scale customer success programs.

• Extensive executive stakeholder management experience, with a strong executive presence and the ability to influence key decisions.

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