# Manager, Customer Success

**Company:** [GitLab](https://hotfix.jobs/companies/gitlab)
**Location:** Remote
**Role:** Customer Success
**Experience:** 5+ years
**Skills:** Kubernetes, Docker, SAST, DAST, amazon web services, GCP, microsoft azure, DevOps, software development lifecycle, customer adoption, account health, objectives and key results
**Posted:** 2026-08-14

> 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.

## Job Description

## 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

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