Manager, Customer Success Management

About GitLab

GitLab is the intelligent orchestration platform for DevSecOps, empowering over 50 million registered users and 50% of the Fortune 100 to ship better, more secure software faster. We embrace AI as a core productivity multiplier and foster a high-performance culture driven by values and continuous knowledge exchange. Join us to co-create the future of software development.

The Customer Success Management (CSM) Team

The CSM team focuses on aligning with customers' business outcomes, enabling their use of GitLab, and expanding adoption to ensure ongoing ROI. We serve as key liaisons between customers and GitLab's Product Management, Engineering, Sales, and Professional Services teams.

What You'll Do

• Mentor and enable the CSM team to exceed company growth and retention forecasts.
• Collaborate with the Customer Success Director to establish team goals and responsibilities.
• Manage a team of CSMs, overseeing account health, onboarding, adoption, executive business reviews, and renewals.
• Ensure CSMs meet GitLab's expectations in core knowledge, communication, and execution.
• Foster continuous learning and development for the team to act as trusted advisors.
• Provide leadership, coaching, and feedback for team members' performance and career development.
• Manage resource assignments, staffing levels, and recruitment as needed.
• Identify and implement process and tool improvements.
• Develop senior-level relationships with customers.
• Partner with other leaders to manage customer escalations.
• Build strong relationships with Engineering and Product teams.
• Oversee initiatives aligned with company OKRs.
• Execute strategies and vision in collaboration with the Director.
• Represent GitLab leadership and values in all interactions.

What You'll Bring

• Proven track record in software/technology sales, consulting, or customer success.
• Demonstrated experience leading teams, driving software adoption, and scaling customer success practices.
• Familiarity with software development lifecycle processes, tools, and agile/DevOps practices.
• Knowledge of cloud/container technologies (e.g., Kubernetes, Docker), application security (SAST, DAST), or cloud deployment models (AWS, GCP, Azure) is a plus.
• Ability to develop strategies, translate them into initiatives, and track successful delivery.
• Experience leading managers and managing global, distributed teams across cultures and geographies.
• Strong management presence, leadership, communication, and interpersonal skills.
• Operational excellence in analytical thinking, process development, problem-solving, delegation, and planning.
• Ability to collaborate effectively across the organization and with external stakeholders.
• Experience working with senior executives (VP/CxO).
• Strong operational skills driving efficiencies and customer satisfaction.
• Comfortable giving and receiving feedback.
• Ability to connect technology with measurable business value.
• Strategic thinking regarding business, products, and technical challenges.
• Fluent German language skills.

How GitLab Supports Full-Time Employees

• Comprehensive benefits for health, finances, and well-being.
• Flexible Paid Time Off (PTO).
• Team Member Resource Groups.
• Equity Compensation & Employee Stock Purchase Plan.
• Growth and Development Fund.
• Parental Leave.

GitLab welcomes candidates with varying experience levels and encourages applications even if not all qualifications are met. We are committed to equal opportunity and affirmative action.