Manager, Customer Success

GitLab

7d•Remote

About The Position

As a Manager, Customer Success, 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 closely with both executive sponsors and day-to-day end users/practitioners to drive adoption and measurable outcomes. Reporting to the Director of Customer Success, you will coach Customer Success Managers and Customer Success Architects to support account health across onboarding, adoption stages, executive business reviews, and renewals, while also 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 so customers are supported through growth, change, and escalation.

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.
Knowledge of software development lifecycle practices, related tools, and agile or DevOps ways of working.
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.
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, while working effectively with senior executives and external stakeholders.
Willingness to travel occasionally for customer meetings and team events, as needed.
Strength in communication, coaching, feedback, delegation, planning, and process improvement.
Warmth and care in your leadership approach—able to coach with empathy and build trust on a human level.
Interest in candidates with transferable experience who can connect technical concepts to business value and collaborate well across functions.

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.
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 relationships with customers 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 working with other leaders to coordinate clear, effective responses.
Improve the processes and tools used by the team and oversee initiatives tied to objectives and key results.