Director, Customer Success Management (Remote)

GitLab Inc.; Oregon; Hybrid; USD 130,000 - 170,000; Full time

Benefits offered by this job

Flexible PTO

Equity Compensation & Employee Stock购买

Growth and Development Fund

Parental Leave

Team Member Resource Groups

Job summary

GitLab Inc. is seeking a Manager, Customer Success Managers to lead a North America-based team focused on driving customer adoption, measurable outcomes, and strong partnerships.

You will work with executives and end users to support onboarding, adoption, and renewals while coordinating with Sales, Product, Engineering, and Services. You will coach managers to grow talent, improve account health, and deliver trusted advisory partnerships across regions, ensuring a consistent customer experience

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.
• 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, while working effectively with senior executives and external stakeholders.
• 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 and collaborate well across functions.

Responsibilities

• 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 to strengthen knowledge, communication, and execution.
• 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 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-facing teams

Strategic planning

Stakeholder management

Communication

Travel flexibility

Coaching

Job description

GitLab Inc. is seeking a Manager, Customer Success Managers to lead a North America-based team focused on driving customer adoption, measurable outcomes, and strong partnerships.

You will work with executives and end users to support onboarding, adoption, and renewals while coordinating with Sales, Product, Engineering, and Services. You will coach managers to grow talent, improve account health, and deliver trusted advisory partnerships across regions, ensuring a consistent customer experience