Manager, Customer Success Managers, NEUR

March 26

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1001 - 5000

💰 Secondary Market on 2020-11

Description

• Mentor and enable the team to exceed company growth and retention forecasts • Work with the Customer Success Director to help establish and manage goals and responsibilities for CSMs • Manage a team of highly motivated, customer-focused CSMs to manage the overall health and care of accounts (e.g., onboarding customers, stage adoption, executive business reviews, and successful renewals) • Ensure the CSMs exceed GitLab expectations in core knowledge, communication, and execution • Challenge the team and yourself to learn and grow as trusted advisors to customers continually • Provide leadership and guidance to coach, motivate and lead the team members to their optimum performance levels and career development, providing timely feedback and development assistance • Manage resource assignments and staffing levels, including recruitment as needed • Identify and implement improvements to the processes and tools used • Develop senior-level relationships with customers • Partner with other team leaders to ensure the customer is supported in times of escalation • Develop strong relationships with Engineering and Product to ensure cohesion and shared understanding of goals, initiatives • Oversee initiatives set forth in OKRs • Work together with the other managers to execute strategies and vision with the Director • Represent GitLab leadership and reflect our GitLab values in internal and external interactions

Requirements

• Proven track record in software/technology sales, consulting or customer success • Proven experience leading teams, driving software adoption, and building and scaling customer success management practices • Experience with software development lifecycle processes and tools as well as agile and/or DevOps practices • Knowledgeable with cloud/container technologies (e.g., Kubernetes, Docker), application security (SAST, DAST) and/or cloud deployment models (AWS, GCP, Azure) is a plus • Proven ability to develop strategies, translate them into initiatives and track successful delivery • Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies • Possession of a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams • Demonstration of operational excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning • Ability to collaborate across the organization and with external stakeholders • Experience successfully working with senior executives (VP/CxO) • Holds strong operational skills that will drive organizational efficiencies and customer satisfaction • Comfortable giving and receiving positive and constructive feedback • Ability to connect technology with measurable business value • Strategic thinking about business, products, and technical challenges

Benefits

• Benefits to support your health, finances, and well-being • All remote, asynchronous work environment • Unlimited PTO (paid time off) • Team Member Resource Groups