Remote NA Customer Success Leader

Remote; San Francisco (CA); Remote; USD 140,000 - 180,000; Full time

Benefits offered by this job

Flexible PTO

Equity compensation

Growth and development fund

Parental leave

Employee resource groups

Job summary

GitLab is seeking a Manager, Customer Success Managers to lead a North America-based team that helps customers realize value from GitLab through adoption and measurable outcomes.

You will coach managers, collaborate with Sales, Product, Engineering, and other teams, and guide strategic initiatives while maintaining a human, empathetic leadership style. This role supports customers through growth, change, and escalations, with travel as needed.

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 and agile/DevOps ways of working.

Responsibilities

• Lead a team of Customer Success Managers focused on customer adoption, account health, customer satisfaction, and advocacy.
• Coach team members through regular feedback, development support, and career growth conversations.
• Partner with the Director of Customer Success Managers to define team goals and align priorities.
• Manage resource assignments, staffing levels, and hiring activity to support team coverage.
• Develop senior-level relationships with customers and support trusted advisor partnerships.
• Collaborate with Sales, Product Management, Engineering, and other internal teams to create a consistent customer experience.
• Support customers during escalations by coordinating clear, effective responses.
• Improve processes and tools used by the team and oversee OKR-tied initiatives.

Skills

Team leadership

Customer success

Strategic planning

Stakeholder management

Tools

Kubernetes

Docker

AWS

GCP

Azure

Job description

GitLab is seeking a Manager, Customer Success Managers to lead a North America-based team that helps customers realize value from GitLab through adoption and measurable outcomes.

You will coach managers, collaborate with Sales, Product, Engineering, and other teams, and guide strategic initiatives while maintaining a human, empathetic leadership style. This role supports customers through growth, change, and escalations, with travel as needed.