Manager of Customer Success Engineering

GitLab; United States; Remote; USD 180,000 - 230,000; Full time

Benefits offered by this job

Health benefits

Equity compensation

Generous PTO

Flexible schedule

Job summary

GitLab is seeking a Manager, Customer Success Engineers to lead a distributed team across the Americas. You will design scalable technical enablement programs, translate complex concepts into business value, and partner with Sales and Renewal teams to drive retention and expansion.

The role emphasizes data-driven decision making and strong DevSecOps acumen. You will mentor engineers, establish metrics, and work with Product and Engineering to incorporate customer feedback into the roadmap,

Qualifications

• Experience designing and implementing scalable customer success or technical enablement programs, using data to measure impact and refine approaches.
• Ability to translate complex technical concepts into clear, outcome-focused messaging for both technical and non-technical stakeholders.
• Comfort using customer insights and feedback to influence internal priorities, including product, process, and program decisions.
• Proven skill in collaborating with Sales, Renewals, and other cross-functional teams to align technical adoption work with commercial objectives.
• Experience leading and developing technical teams in a distributed, remote environment, with a focus on customer outcomes and scalable impact.
• Openness to diverse backgrounds and transferable skills, with a growth mindset toward learning GitLab's platform and evolving DevSecOps practices.
• Background in software development or engineering that enables you to guide technical conversations, remove adoption barriers, and design effective enablement paths.
• Strong understanding of DevSecOps practices, with the ability to connect GitLab capabilities across source code management, CI/CD, security, and Agile planning to tangible business outcomes.

Responsibilities

• Lead a distributed team of Customer Success Engineers across the Americas to drive GitLab adoption and technical value realization.
• Design and run scalable enablement programs that unlock business outcomes from GitLab for CS, Sales, and Renewal teams.
• Partner with Sales, Renewals, and cross-functional teams to align enablement with commercial objectives and reduce churn.
• Establish metrics for technical value, close feedback loops with Product and Engineering, and improve customer outcomes.
• Mentor team members to strengthen DevSecOps expertise and translate technical capabilities into business value.
• Translate field insights into actionable feedback for Product, Engineering, and other stakeholders.

Skills

Leadership

DevSecOps

Data-driven enablement

Cross-functional collaboration

Remote leadership

Technical communication

Tools

GitLab

Job description

• As the Manager, Customer Success Engineers, you'll lead a team of technical specialists who drive GitLab adoption and value realization at scale across the Americas
• You'll design and run scalable technical enablement programs that help customers unlock business outcomes from GitLab across source code management, CI/CD, DevSecOps, and Agile planning, while building repeatable frameworks to remove adoption barriers
• Reporting to the Senior Director of Customer Success Managers, you'll combine deep DevSecOps expertise with strategic program development, partnering closely with Sales, Renewals, and cross-functional teams to turn technical insights into commercial impact, reduce churn risk, and surface expansion opportunities
• In your first year, you'll be focused on establishing clear metrics for technical value, strengthening voice-of-the-customer feedback loops with Product and Engineering, and elevating the effectiveness and impact of the Customer Success Engineering team across a pooled book of business in the AMER region
• Lead a distributed team of Customer Success Engineers in the Americas to drive GitLab adoption and technical value realization across a pooled book of business
• Develop and execute scalable technical enablement strategies and programs that help customers use GitLab for source code management, CI/CD, DevSecOps, and Agile planning
• Drive creation of repeatable frameworks and systematic solutions that remove adoption barriers and support measurable customer business outcomes
• Collaborate closely with Sales, Renewals, and Customer Success Managers to align technical enablement with commercial objectives, supporting retention and expansion across accounts
• Use data and performance indicators to assess program effectiveness, identify adoption trends, and adjust technical initiatives for greater impact at scale
• Mentor and coach team members to strengthen their DevSecOps expertise, customer engagement skills, and ability to translate technical capabilities into business value
• Champion the voice of the customer by translating field insights and technical pain points into actionable feedback for Product, Engineering, and other cross-functional teams
• Partner with internal stakeholders to ensure customer feedback, feature requests, and adoption insights inform roadmap priorities and improvements to the overall customer experience
• About the team:
• We're the Customer Success Engineering team within the broader Customer Success organization
• We're a distributed, remote group that collaborates asynchronously across time zones, using GitLab and our handbook-first approach to coordinate work rather than relying on dedicated account assignments
• This structure helps us deliver a consistent customer experience, quickly share learnings across accounts, and continuously improve how we support customers

Benefits

• We offer benefits to manage your health, wealth, and well-being regardless of location
• Flexibility in schedule to be there for life's important moments
• Equity compensation & Employee Stock Purchase Plan offered
• Generous Paid Time Off

• Experience designing and implementing scalable customer success or technical enablement programs, using data to measure impact and refine approaches
• Ability to translate complex technical concepts into clear, outcome-focused messaging for both technical and non-technical stakeholders
• Comfort using customer insights and feedback to influence internal priorities, including product, process, and program decisions
• Proven skill in collaborating with Sales, Renewals, and other cross-functional teams to align technical adoption work with commercial objectives
• Experience leading and developing technical teams in a distributed, remote environment, with a focus on customer outcomes and scalable impact
• Openness to diverse backgrounds and transferable skills, with a growth mindset toward learning GitLab's platform and evolving DevSecOps practices
• Background in software development or engineering that enables you to guide technical conversations, remove adoption barriers, and design effective enablement paths
• Strong understanding of DevSecOps practices, with the ability to connect GitLab capabilities across source code management, CI/CD, security, and Agile planning to tangible business outcomes

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification.