[Hiring] Manager, Customer Success Manager @GitLab

Role Description

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.

• Partner closely with both executive sponsors and day-to-day end users/practitioners to drive adoption and measurable outcomes.
• Report to the Director of Customer Success Managers.
• Coach Customer Success Managers to support account health across onboarding, adoption stages, executive business reviews, and renewals.
• Improve how the team works.
• Develop talent, strengthen customer relationships, and partner across Sales, Product, Engineering, and other teams.

What you'll do

• 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 relationships with customers and support the team in building trusted advisor partnerships.
• Collaborate with Sales, Product Management, Engineering, Professional Services, and other internal teams.
• Support customers during escalations by coordinating clear, effective responses.
• Improve the processes and tools used by the team and oversee initiatives tied to objectives and key results.

Qualifications

• 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.
• Understanding of application security concepts such as static application security testing (SAST) and dynamic application security testing (DAST).
• Experience with 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.
• 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.

Benefits

• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave