Customer Success Manager
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Job Description
Manager leading GitLab’s North America customer success teams. Driving software adoption, measurable outcomes, executive partnerships, and customer advocacy.
Responsibilities:
- Lead a team of Customer Success Managers and Customer Success Architects focused on adoption, account health, customer satisfaction, and advocacy
- Coach team members through feedback, development support, and career growth conversations
- Partner with the Director of Customer Success to define team goals, clarify responsibilities, and align priorities
- Manage resource assignments, staffing levels, and hiring activity
- Develop senior-level customer relationships and trusted-advisor partnerships
- Collaborate with Sales, Product Management, Engineering, Professional Services, and other teams
- Support customer escalations and coordinate effective responses
- Improve team processes and tools and oversee initiatives tied to objectives and key results
- Manage a North America-based team while collaborating asynchronously with stakeholders across regions
Requirements:
- Experience leading customer-facing teams in software, technology, consulting, sales, or customer success environments
- Ability to guide teams driving software adoption and managing customer relationships across onboarding, adoption, business reviews, and renewals
- Knowledge of software development lifecycle practices, related tools, and agile or DevOps ways of working
- Familiarity with Kubernetes, Docker, SAST, DAST, AWS, GCP, or Microsoft Azure
- Skill in translating strategy into clear initiatives, coordinating execution, and tracking delivery across competing priorities
- Capability to lead distributed teams across regions, cultures, and lines of business
- Experience working effectively with senior executives and external stakeholders
- Willingness to travel occasionally for customer meetings and team events
- Strength in communication, coaching, feedback, delegation, planning, and process improvement
- Ability to coach with empathy and build trust
- Transferable experience connecting technical concepts to business value and collaborating across functions
Benefits:
- 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
- Parental Leave
- Occasional travel for customer meetings and team events
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