Customer Success Manager

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GitLab

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2014

💼 Consulting

📣 Marketing

🤖 Artificial Intelligence

💰 Secondary Market on 2020-11

Consulting • Marketing • Artificial Intelligence

GitLab is the most comprehensive AI-powered DevSecOps platform, offering tools for automated software delivery, security, and compliance throughout the software development lifecycle. It provides solutions across areas such as AI-assisted development, continuous integration/continuous deployment (CI/CD), source code management, and vulnerability management. GitLab aims to simplify and accelerate software delivery by uniting development, security, and operations on a unified platform. It is particularly recognized for its AI code assistants and has been named a leader in the Gartner Magic Quadrant™ for DevOps Platforms, making it a preferred choice for many enterprises.

📋 Description

• Lead a team of Customer Success Managers and Customer Success Architects 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 to define team goals, clarify responsibilities, and align priorities. • Manage resource assignments, staffing levels, and hiring activity. • Develop senior-level customer relationships and support trusted advisor partnerships. • Collaborate with Sales, Product Management, Engineering, Professional Services, and other internal teams. • Support customers during escalations by coordinating clear, effective responses. • Improve team processes and tools and oversee initiatives tied to objectives and key results. • Manage a North America-based team while collaborating asynchronously with stakeholders across regions.

🎯 Requirements

• Experience leading customer-facing teams in software, technology, consulting, sales, or customer success environments. • Ability to guide teams driving software adoption and managing 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 Kubernetes, Docker, SAST, DAST, AWS, GCP, or Microsoft Azure. • Skill in translating strategy into clear initiatives, coordinating execution, and tracking delivery across competing priorities. • Capability to lead distributed teams across regions, cultures, and lines of business. • Ability to work effectively with senior executives and external stakeholders. • Willingness to travel occasionally for customer meetings and team events. • Strength in communication, coaching, feedback, delegation, planning, and process improvement. • Interest in candidates with transferable experience who can connect technical concepts to business value and collaborate across functions.

🏖️ Benefits

• Benefits to support your health, finances, and well-being • Flexible Paid Time Off • Team Member Resource Groups • Equity Compensation & Employee Stock Purchase Plan • Growth and Development Fund • Parental leave • Home office support