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GitLabGitLabUnited States

Manager, Customer Success

Leads a North America-based Customer Success team, coaching managers and architects while driving customer adoption, measurable outcomes, account health, and advocacy. The role requires customer-facing leadership, cross-functional collaboration, technical fluency in cloud and DevOps concepts, and strong coaching and communication skills.

Salary not listed
Remote5+ YOECustomer Success

About the role

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.
  • 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 trusted-advisor partnerships.
  • Collaborate with Sales, Product Management, Engineering, Professional Services, and other internal teams to create a consistent customer experience.
  • Support customer escalations by coordinating clear, effective responses with other leaders.
  • Improve team processes and tools, and oversee initiatives tied to objectives and key results.

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 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.
  • Ability to translate strategy into clear initiatives, coordinate execution, and track delivery across competing priorities.
  • Ability 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.
  • Strong communication, coaching, feedback, delegation, planning, and process-improvement skills.
  • Empathetic leadership style with the ability to build trust.
  • Ability to connect technical concepts to business value and collaborate effectively across functions.

Benefits and Compensation

  • Flexible paid time off
  • Team member resource groups
  • Equity compensation and employee stock purchase plan
  • Growth and development fund
  • Parental leave
  • Home office support

Skills

KubernetesDockerSASTDASTamazon web servicesGCPmicrosoft azureDevOpssoftware development lifecyclecustomer adoptionaccount healthobjectives and key results

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