Sr. Manager – Digital and Scale Programs

Sr. Manager – Digital and Scale Programs

Requirements

• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

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.