Manager, Customer Success

GitLab; United States; À distance; USD 140 000 - 200 000; Plein temps

Résumé du poste

GitLab is seeking a Manager, Customer Success to lead a North America–based team that drives customer value through adoption, outcomes, and trusted partnerships. You will partner with executives and users to accelerate adoption and renewals, reporting to the Director of Customer Success.

You will coach Managers and Architects, coordinate with Sales, Product, and Engineering, and oversee escalations while striving to improve team processes and delivery.

Qualifications

• Experience leading customer-facing teams in software or tech environments.
• Ability to guide teams across onboarding, adoption, business reviews, and renewals.
• Knowledge of software development lifecycle practices and agile/DevOps.
• Familiarity with cloud platforms and container tech (Kubernetes, Docker).
• Strong cross-functional collaboration and executive stakeholder engagement.

Responsabilités

• Lead a team of Customer Success Managers and Architects focusing on adoption, account health, and advocacy.
• Coach team members through feedback, development, and career growth conversations.
• Partner with the Director of Customer Success to align goals and priorities.
• Manage resource assignments, staffing, and hiring activities.
• Develop senior-level relationships with customers and build trusted advisor partnerships.
• Collaborate with Sales, Product, Engineering, and other teams to ensure a consistent customer experience.
• Support customers during escalations by coordinating clear, effective responses.
• Improve processes and tools used by the team and oversee OKR-related initiatives.

Connaissances

Team leadership

Customer success

Stakeholder management

Software adoption

Communication

Project management

Cross-functional collaboration

Outils

AWS

GCP

Azure

CRM software

Description du poste

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster.

The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our valuesand continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.

*Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab.

Manager, Customer Success, you will 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 both executive sponsors and day-to-day end users/practitioners to drive adoption and measurable outcomes.

Reporting to the Director of Customer Success, you will coach Customer Success Managers and Customer Success Architects to support account health across onboarding, adoption stages, executive business reviews, and renewals, while also improving how the team works.

This is a people leadership role with broad scope: you will develop talent, strengthen customer relationships, and partner across Sales, Product, Engineering, and other teams so customers are supported through growth, change, and escalation.

What you'll do

• 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.

What you'll bring

• 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, 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.
• 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.

About the team

On the Customer Success team, we are accountable for customer adoption, measurable outcomes, customer satisfaction, and building customer advocacy across GitLab.

We also act as a key connection point between customers and the broader GitLab ecosystem, helping streamline collaboration with Product Management, Engineering, Sales, Professional Services, and other partners.

In this role, you will manage a team in North America while collaborating asynchronously with stakeholders across regions, with a focus on helping customers succeed at scale and improving how the organization supports them.

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law . If you have a disability or special need that requires accommodation , please let us know during the recruiting process .