GitLab - Manager, Customer Success
Requirements
• Experience leading customer-facing teams in software, technology, consulting, sales, or customer success environments. • Ability to guide teams that drive software adoption and manage customer relationships across onboarding, adoption, business reviews, and renewals. • Ability • Knowledge of software development lifecycle practices, related tools, and agile or DevOps ways of working. • Knowledge • Familiarity with cloud or container technologies such as Kubernetes and Docker, application security concepts such as static application security testing (SAST) and dynamic application security testing (DAST), or cloud platforms such as Amazon Web Services (AWS), Google Cloud Platform (GCP), and Microsoft Azure. • Familiarity • Skill in translating strategy into clear initiatives, coordinating execution, and tracking delivery across competing priorities. • Skill • Capability to lead distributed teams across regions, cultures, and lines of business, while working effectively with senior executives and external stakeholders. • Capability • Willingness to travel occasionally for customer meetings and team events, as needed. • Willingness • Strength in communication, coaching, feedback, delegation, planning, and process improvement. • Strength • Warmth and care in your leadership approach—able to coach with empathy and build trust on a human level. • Warmth and care • Interest in candidates with transferable experience who can connect technical concepts to business value and collaborate well across functions. • Interest • On the Customer Success team, we are accountable for customer adoption, measurable outcomes, customer satisfaction, and building customer advocacy across GitLab. • Customer Success • We also act as a key connection point between customers and the broader GitLab ecosystem, helping streamline collaboration with Product Management, Engineering, Sales, Professional Services, and other partners. • In this role, you will manage a team in North America while collaborating asynchronously with stakeholders across regions, with a focus on helping customers succeed at scale and improving how the organization supports them. • North America • How GitLab Supports Full-Time Employees • Benefits to support your health, finances, and well-being • Flexible Paid Time Off • Team Member Resource Groups • Equity Compensation & Employee Stock Purchase Plan • Growth and Development Fund • Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application. • Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process. • Country Hiring Guidelines:
Responsibilities
• Lead a team of Customer Success Managers and Customer Success Architects focused on customer adoption, account health, customer satisfaction, and advocacy. • Coach team members through regular feedback, development support, and career growth conversations to strengthen knowledge, communication, and execution. • Coach • Partner with the Director of Customer Success to define team goals, clarify responsibilities, and align priorities with company direction. • Partner • Manage resource assignments, staffing levels, and hiring activity to support team coverage and customer needs. • Manage • Develop senior-level relationships with customers and support the team in building trusted advisor partnerships. • Develop • Collaborate with Sales, Product Management, Engineering, Professional Services, and other internal teams to create a consistent customer experience. • Collaborate • Support customers during escalations by working with other leaders to coordinate clear, effective responses. • Support • Improve the processes and tools used by the team and oversee initiatives tied to objectives and key results. • Improve
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