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Manager, Customer Success
Customer successRemote — United States
Published on 2026-10-17
These details were extracted automatically from the original listing. They may not be complete or fully up to date — it's worth checking the original job post.
About this role
Lead a North America-based team of Customer Success Managers and Customer Success Architects, helping customers adopt GitLab and achieve measurable outcomes. Coach and develop team members, strengthen executive customer relationships, and coordinate with internal teams to improve customer health and experience.
About the company
GitLab is a DevSecOps platform that brings source control, CI/CD, security, and project management into a single application. It helps engineering teams plan, build, secure, and ship software faster.
The team
Customer Success team, reporting to the Director of Customer Success.
Stack
GitLabKubernetesDockerSASTDASTAWSGoogle Cloud PlatformMicrosoft Azure
What you'll do
- Lead and coach Customer Success Managers and Customer Success Architects.
- Drive customer adoption, account health, satisfaction, and advocacy.
- Set team goals and priorities with the Director of Customer Success.
- Manage staffing, resource assignments, and hiring.
- Build senior-level customer relationships and support trusted-advisor partnerships.
- Coordinate customer escalations with internal leaders and teams.
- Collaborate with Sales, Product Management, Engineering, and Professional Services.
- Improve team processes and tools, and oversee initiatives tied to objectives and key results.
What we're looking for
- Experience leading customer-facing teams in software, technology, consulting, sales, or customer success.
- Ability to guide customer adoption and relationships through onboarding, business reviews, and renewals.
- Knowledge of software development lifecycle practices and agile or DevOps ways of working.
- Ability to translate strategy into initiatives, coordinate execution, and track competing priorities.
- Experience leading distributed teams and working with senior executives and external stakeholders.
- Strong communication, coaching, delegation, planning, and process-improvement skills.
- Empathetic leadership approach that builds trust.
- Willingness to travel occasionally for customer meetings and team events.
Nice to have
- Familiarity with Kubernetes, Docker, SAST, DAST, AWS, Google Cloud Platform, or Microsoft Azure.
- Transferable experience connecting technical concepts to business value.
Benefits
- Flexible paid time off
- Equity compensation and employee stock purchase plan
- Growth and development fund
- Parental leave
- Benefits supporting health, finances, and well-being
- Team Member Resource Groups