Manager, Customer Success Manager (PubSec)

GitLab

5d•Remote

About The Position

As a Manager, Customer Success Managers, you will lead a North America-based team that helps customers realize value from GitLab through strong adoption, measurable outcomes, and trusted partnership. You will partner with executive sponsors and day-to-day end users and practitioners to drive adoption and outcomes. Reporting to the Director of Customer Success Managers, you will coach Customer Success Managers in supporting account health across onboarding, adoption stages, executive business reviews, and renewals, while improving how the team works. This is a people leadership role with broad scope. You will develop talent, strengthen customer relationships, and partner across Sales, Product, Engineering, and other teams to support customers through growth, change, and escalations. The Customer Success Management team is accountable for adoption, measurable outcomes, customer satisfaction, and customer advocacy, and connects customers with the broader GitLab ecosystem. The role manages a North America team and collaborates asynchronously with stakeholders across regions. GitLab describes its roles as remote, though some roles may have location-based eligibility requirements. Occasional travel for customer meetings and team events may be needed.

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.
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, and to work effectively with senior executives and external stakeholders.
Strength in communication, coaching, feedback, delegation, planning, and process improvement.
Warmth and care in leadership, including the ability to coach with empathy and build trust.
Willingness to travel occasionally for customer meetings and team events, as needed.

Nice To Haves

Familiarity with cloud or container technologies such as Kubernetes and Docker; application security concepts such as SAST and DAST; or cloud platforms such as AWS, GCP, and Microsoft Azure.
Transferable experience connecting technical concepts to business value and collaborating across functions.

Responsibilities

Lead a team of Customer Success Managers focused on customer adoption, account health, customer satisfaction, and advocacy.
Coach team members through regular feedback, development support, and career growth conversations.
Partner with the Director of Customer Success Managers to define team goals, clarify responsibilities, and align priorities with company direction.
Manage resource assignments, staffing levels, and hiring activity to support team coverage and customer needs.
Develop senior-level customer relationships and support the team in building trusted-advisor partnerships.
Collaborate with Sales, Product Management, Engineering, Professional Services, and other internal teams to create a consistent customer experience.
Support customers during escalations by coordinating clear, effective responses with other leaders.
Improve team processes and tools, and oversee initiatives tied to objectives and key results.
Support customer success across onboarding, adoption, executive business reviews, and renewals.