North America Customer Success Lead

GitLab; United States; Remote; USD 140,000 - 200,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Team leadership

Customer success

Stakeholder management

Software adoption

Communication

Project management

Cross-functional collaboration

Tools

AWS

GCP

Azure

CRM software

Job description

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.