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Manager, Customer Success Manager (PubSec)
Customer successRemote — United States
Published on 2026-11-04
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 Customer Success Manager team focused on customer adoption, account health, measurable outcomes, and advocacy. Coach and develop team members while building senior customer relationships and coordinating across GitLab functions to improve the customer 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 Management team, reporting to the Director of Customer Success Managers.
Stack
GitLabKubernetesDockerAWSGoogle Cloud PlatformMicrosoft AzureSASTDAST
What you'll do
- Lead and coach Customer Success Managers, supporting their development and career growth.
- Drive customer adoption, account health, satisfaction, and advocacy across onboarding, business reviews, and renewals.
- Partner with the Director to set team goals, priorities, staffing, and coverage.
- Build senior-level customer relationships and support the team as trusted advisors.
- Coordinate with Sales, Product Management, Engineering, and Professional Services to support customers.
- Coordinate responses to customer escalations with internal leaders.
- 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 teams in software adoption and customer relationships across onboarding, adoption, 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 executives and external stakeholders.
- Strong communication, coaching, feedback, delegation, planning, and process-improvement skills.
- 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
- Team Member Resource Groups