Customer Success Leader — Adoption & Outcomes

OpenKrill; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible Paid Time Off

Equity Compensation & Employee Stock  

Growth and Development Fund

Parental Leave

Job summary

GitLab is seeking a Manager, Customer Success to 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 executive sponsors and day-to-day end users to drive adoption, measurable outcomes, and renewals, reporting to the Director of Customer Success.

This role coaches CS Managers to support account health and growth, while collaborating across Sales, Product, Engineering,

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, cloud platforms such as AWS, GCP, and Azure.
• Strong communication and leadership skills with empathy and a human-centered approach.

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.

Skills

Leadership

Customer relationships

Strategic planning

Communication

Agile/DevOps familiarity

Cloud tech familiarity

Tools

Kubernetes

Docker

AWS

GCP

Azure

Job description

GitLab is seeking a Manager, Customer Success to 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 executive sponsors and day-to-day end users to drive adoption, measurable outcomes, and renewals, reporting to the Director of Customer Success.

This role coaches CS Managers to support account health and growth, while collaborating across Sales, Product, Engineering,