Customer Success Manager, North America Leader

Candidate; United States; Remote; USD 125,000 - 211,000; Full time

Benefits offered by this job

Health benefits

Flexible PTO

Equity compensation

Employee stock purchase plan

Growth and development fund

Parental leave

Job summary

GitLab seeks a Manager, Customer Success to lead a North America-based team driving customer adoption, measurable outcomes, and trusted partnerships. You will coach leaders, partner with executive sponsors, and collaborate across Sales, Product, Engineering, and Services to deliver exceptional customer experiences.

You will mentor managers to strengthen relationships, renewals, and strategic initiatives while aligning with company direction and growth.

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, and cloud platforms (AWS, GCP, Azure).
• Skill in translating strategy into clear initiatives, coordinating execution, and tracking delivery across priorities.
• Capability to lead distributed teams across regions, cultures, and lines of business, with executives and external stakeholders.
• Willingness to travel occasionally for customer meetings and team events.
• Strength in communication, coaching, feedback, delegation, planning, and process improvement.
• Warmth and care in leadership, coaching with empathy to build trust.

Responsibilities

• Lead a team of Customer Success Managers and Customer Success Architects focused on adoption, account health, satisfaction, and advocacy.
• Coach team members through feedback, development support, and career growth conversations.
• Partner with the Director of Customer Success to define team goals and align priorities with company direction.
• Manage resource assignments, staffing levels, and hiring activity to support team coverage.
• Develop senior-level relationships with customers and build trusted advisor partnerships.
• Collaborate with Sales, Product Management, Engineering, and Professional Services to ensure a consistent customer experience.
• Support customers during escalations with clear, effective responses.
• Improve processes and tools and oversee initiatives tied to objectives and key results.

Skills

Team leadership

Customer success

Cloud platforms

Kubernetes

Docker

SAST/DAST

Strategic planning

Cross-functional collaboration

Communication

Travel willingness

Coaching & mentoring

Empathy in leadership

Job description

GitLab seeks a Manager, Customer Success to lead a North America-based team driving customer adoption, measurable outcomes, and trusted partnerships. You will coach leaders, partner with executive sponsors, and collaborate across Sales, Product, Engineering, and Services to deliver exceptional customer experiences.

You will mentor managers to strengthen relationships, renewals, and strategic initiatives while aligning with company direction and growth.