North America Customer Success Manager

GitLab Inc.; United States; Remote; USD 150,000 - 210,000; Full time

Benefits offered by this job

Benefits for health and finances

Flexible Paid Time Off

Equity Compensation & Employee Stock-P

Growth and Development Fund

Parental Leave

Employee Resource Groups

Job summary

GitLab Inc. is seeking a Manager, Customer Success Managers for a North America-based team. You will lead adoption, account health, and outcomes while partnering with executive sponsors and end users to drive measurable value.

You will coach leaders to optimize onboarding, adoption stages, executive reviews, and renewals, strengthening relationships across Sales, Product, Engineering, and Professional Services.

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 Microsoft Azure, and security concepts (SAST/DAST).

Responsibilities

• Lead a team of Customer Success Managers focused on adoption, account health, satisfaction, and advocacy.
• Coach team members through feedback, development support, and career growth conversations.
• Partner with leadership to define team goals and align priorities with company direction.
• Manage resource assignments, staffing levels, and hiring activity.
• Develop senior-level relationships with customers and build trusted advisor partnerships.
• Collaborate with Sales, Product, Engineering, and Professional Services for a consistent customer experience.
• Support customers during escalations by coordinating clear responses.
• Improve processes and tools and oversee initiatives tied to OKRs.

Skills

Team leadership

Customer success

Onboarding & renewals

SDLC/DevOps knowledge

Cloud/Kubernetes familiarity

Executive communication

Tools

Kubernetes

Docker

AWS

GCP

Azure

Job description

GitLab Inc. is seeking a Manager, Customer Success Managers for a North America-based team. You will lead adoption, account health, and outcomes while partnering with executive sponsors and end users to drive measurable value.

You will coach leaders to optimize onboarding, adoption stages, executive reviews, and renewals, strengthening relationships across Sales, Product, Engineering, and Professional Services.