Manager, Customer Success

GitLab

24d•Remote

About The Position

The Manager, Customer Success leads a North America-based team of Customer Success Managers and Customer Success Architects who help GitLab customers realize value through adoption, measurable outcomes, and trusted partnership. The role partners with executive sponsors and day-to-day users, and supports customer account health across onboarding, adoption, executive business reviews, and renewals. Reporting to the Director of Customer Success, this people-leadership role develops talent, strengthens customer relationships, and works across Sales, Product, Engineering, Professional Services, and other teams to support customers through growth, change, and escalations. The manager also improves team processes and tools and oversees initiatives tied to objectives and key results. The role collaborates asynchronously with stakeholders across regions and may require occasional travel for customer meetings and team events. GitLab describes its Customer Success team as accountable for customer adoption, measurable outcomes, satisfaction, and advocacy. The team connects customers with the broader GitLab ecosystem to streamline collaboration and help customers succeed at scale.

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 work effectively with senior executives and external stakeholders.
Strength in communication, coaching, feedback, delegation, planning, and process improvement.
Warmth and care in leadership, with the ability to coach empathetically 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 Customer Success Managers and Customer Success Architects focused on customer adoption, account health, satisfaction, and advocacy.
Coach team members through regular feedback, development support, and career-growth conversations.
Partner with the Director of Customer Success 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.