NA Customer Success Leader

GitLab Inc.; Oregon; Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

Flexible Paid Time Off

Equity Compensation

Employee Stock Purchase Plan

Growth and Development Fund

Parental Leave

Team Member Resource Groups

Job summary

GitLab is seeking a Manager, Customer Success to lead a North America-based team focused on customer adoption, measurable outcomes, and renewal success.

You will partner closely with executives and day-to-day end users across Sales, Product, Engineering, and Professional Services to deliver a consistent, high-value customer experience at scale.

This remote role emphasizes empathetic leadership, talent development, and building trusted advisor relationships with strategic customers across regions.

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 like AWS, GCP, or Azure.

Responsibilities

• Lead a team of Customer Success Managers and Architects focused on adoption and account health.
• Coach team members with regular feedback, development support, and career growth conversations.
• Define team goals with the Director of Customer Success and align priorities with company direction.
• Manage staffing, resource allocation, and hiring activity.
• Develop senior-level customer relationships and trusted advisor partnerships.
• Collaborate with Sales, Product, Engineering, and Services for a consistent customer experience.
• Support customers during escalations and coordinate clear responses.
• Improve team processes and initiatives tied to objectives and key results.

Skills

Team leadership

Customer success

Software adoption

Cross-functional collaboration

DevOps concepts

Tools

Kubernetes

Docker

AWS

GCP

Azure

Job description

GitLab is seeking a Manager, Customer Success to lead a North America-based team focused on customer adoption, measurable outcomes, and renewal success.

You will partner closely with executives and day-to-day end users across Sales, Product, Engineering, and Professional Services to deliver a consistent, high-value customer experience at scale.

This remote role emphasizes empathetic leadership, talent development, and building trusted advisor relationships with strategic customers across regions.