Manager, Customer Success

the team works.</p> <p>This is a people leadership role with broad scope: you will develop talent, strengthen customer relationships, and partner across Sales, Product, Engineering, and other teams so customers are supported through growth, change, and escalation.</p> <h2><strong>

What you'll do</strong></h2> <ul> <li><strong>Lead</strong> a team of Customer Success Managers and Customer Success Architects focused on customer adoption, account health, customer satisfaction, and advocacy.</li> <li><strong>Coach</strong> team members through regular feedback, development support, and career growth conversations to strengthen knowledge, communication, and execution.</li> <li><strong>Partner</strong> with the Director of Customer Success to define team goals, clarify

responsibilities, and align priorities with company direction.</li> <li><strong>Manage</strong> resource assignments, staffing levels, and hiring activity to support team coverage and customer needs.</li> <li><strong>Develop</strong> senior-level relationships with customers and support

the team in building trusted advisor partnerships.</li> <li><strong>Collaborate</strong> with Sales, Product Management, Engineering, Professional Services, and other internal teams to create a consistent customer experience.</li> <li><strong>Support</strong> customers during escalations by working with other leaders to coordinate clear, effective responses.</li> <li><strong>Improve</strong> the processes and tools used by

the team and oversee initiatives tied to objectives and key results.</li> </ul> <h2><strong>What you'll bring</strong></h2> <ul> <li><strong>Experience</strong> leading customer-facing teams in software, technology, consulting, sales, or customer success environments.</li> <li><strong>Ability</strong> to guide teams that drive software adoption and manage customer relationships across onboarding, adoption, business reviews, and renewals.</li> <li><strong>Knowledge</strong> of software development lifecycle practices, related tools, and agile or DevOps ways of working.</li> <li><strong>Familiarity</strong> with cloud or container technologies such as Kubernetes and Docker, application security concepts such as static application security testing (SAST) and dynamic application security testing (DAST), or cloud platforms such as Amazon Web Services (AWS), Google Cloud Platform (GCP), and Microsoft Azure.</li> <li><strong>Skill</strong> in translating strategy into clear initiatives, coordinating execution, and tracking delivery across competing priorities.</li> <li><strong>Capability</strong> to lead distributed teams across regions, cultures, and lines of business, while working effectively with senior executives and external stakeholders.</li> <li><strong>Willingness</strong> to travel occasionally for customer meetings and team events, as needed.</li> <li><strong>Strength</strong> in communication, coaching, feedback, delegation, planning, and process improvement.</li> <li><strong>Warmth and care</strong> in your leadership approach—able to coach with empathy and build trust on a human level.</li> <li><strong>Interest</strong> in candidates with transferable experience who can connect technical concepts to business value and collaborate well across functions.</li> </ul> <h2><strong>

About

the team</strong></h2> <p>On the <strong>Customer Success </strong>team, we are accountable for customer adoption, measurable outcomes, customer satisfaction, and building customer advocacy across GitLab.</p> <p>We also act as a key connection point between customers and the broader GitLab ecosystem, helping streamline collaboration with Product Management, Engineering, Sales, Professional Services, and other partners.</p> <p>In this role, you will manage a team in <strong>North America</strong> while collaborating asynchronously with stakeholders across regions, with a focus on helping customers succeed at scale and improving how the organization supports them.</p> <h4><strong>How GitLab will support you</strong></h4> <ul> <li><a href="https://about.gitlab.com/handbook/total-rewards/

benefits/general-and-entity-

benefits/" target="_blank">

Benefits to support your health, finances, and well-being</a></li> <li><a href="https://handbook.gitlab.com/handbook/people-group/paid-time-off/" target="_blank">Flexible Paid Time Off</a> </li> <li><a href="https://about.gitlab.com/company/culture/inclusion/erg-guide/#:~:text=Definition%20of%20the%20TMRG%20%2D%20Team%20Member%20Resource%20Groups,-TMRGs%20are%20voluntary&text=The%20purpose%20for%20this%20type,developing%20the%20sense%20of%20belonging." target="_blank">Team Member Resource Groups</a></li> <li><a href="https://handbook.gitlab.com/handbook/total-rewards/stock-options/" target="_blank">Equity

Compensation & Employee Stock Purchase Plan</a></li> <li><a href="https://handbook.gitlab.com/handbook/people-group/learning-and-development/growth-and-development/" target="_blank">Growth and Development Fund</a></li> <li><a href="https://about.gitlab.com/handbook/total-rewards/

benefits/general-and-entity-

benefits/#parental-leave" target="_blank">Parental leave</a> </li> <li><a href="https://handbook.gitlab.com/handbook/finance/expenses/#equipment" target="_blank">Home office</a> support</li> </ul> <p>Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from <a href="https://about.gitlab.com/company/culture/inclusion/#examples-of-select-underrepresented-groups">underrepresented groups</a> are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.</p><div class="content-conclusion"><h4><strong>How GitLab Supports Full-Time Employees</strong></h4> <ul> <li><a href="https://about.gitlab.com/handbook/total-rewards/

benefits/general-and-entity-

benefits/">

Benefits to support your health, finances, and well-being</a></li> <li><a href="https://handbook.gitlab.com/handbook/people-group/time-off-and-absence/time-off-types/#flexible-paid-time-off-pto">Flexible Paid Time Off </a></li> <li><a href="https://handbook.gitlab.com/handbook/company/culture/inclusion/tmrg-tmag/">Team Member Resource Groups</a></li> <li><a href="https://handbook.gitlab.com/handbook/total-rewards/stock-options/">Equity

Compensation & Employee Stock Purchase Plan</a></li> <li><a href="https://handbook.gitlab.com/handbook/people-group/learning-and-development/growth-and-development/">Growth and Development Fund</a></li> <li><a href="https://about.gitlab.com/handbook/total-rewards/

benefits/general-and-entity-

benefits/#parental-leave">Parental Leave</a> </li> </ul> <p>Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from <a href="https://about.gitlab.com/company/culture/inclusion/#examples-of-select-underrepresented-groups">underrepresented groups</a> are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.</p> <hr> <p><strong>Country Hiring Guidelines: </strong>GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility

requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.  </p> <p><strong>Privacy Policy: </strong>Please review our <a href="https://handbook.gitlab.com/handbook/hiring/candidate-faq/recruitment-privacy-policy/" target="_blank">Recruitment Privacy Policy.</a> Your privacy is important to us.</p> <p>GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also <a href="https://about.gitlab.com/handbook/people-policies/inc-usa/#equal-employment-opportunity-policy" target="_blank">GitLab’s EEO Policy</a> and <a href="https://about.gitlab.com/handbook/labor-and-employment-notices/#eeoc-us-equal-employment-opportunity-commission-notices" target="_blank">EEO is the Law</a>. If you have a disability or special need that requires <a href="https://about.gitlab.com/handbook/people-policies/inc-usa/#reasonable-accommodation" target="_blank">accommodation</a>, please let us know during the <a href="https://about.gitlab.com/handbook/hiring/interviewing/#adjustments-to-our-interview-process" target="_blank">recruiting process</a>.</p></div>

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