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GitLab is seeking a Manager of Customer Success to lead a North America-based team responsible for helping customers realize value from GitLab's DevSecOps platform. You will report to the Director of Customer Success and manage a team of Customer Success Managers and Customer Success Architects, guiding them through customer onboarding, adoption, executive business reviews, and renewals.
Key responsibilities include leading and coaching your team to drive customer adoption and account health; developing talent through regular feedback and career growth conversations; managing resource assignments and hiring to support team coverage; building senior-level customer relationships and supporting your team in becoming trusted advisors; collaborating with Sales, Product, Engineering, and Professional Services to create a consistent customer experience; handling customer escalations in coordination with other leaders; and improving team processes and tools aligned with company objectives.
You will need experience leading customer-facing teams in software, technology, consulting, sales, or customer success environments. Strong knowledge of software development lifecycle practices, agile/DevOps methodologies, and ideally familiarity with cloud technologies (Kubernetes, Docker, AWS, GCP, Azure) and application security concepts (SAST, DAST) is valuable. You should excel at translating strategy into clear initiatives, coordinating execution across competing priorities, and leading distributed teams across regions and cultures. Excellent communication, coaching, delegation, and process improvement skills are essential, along with empathy-driven leadership and the ability to build trust. Occasional travel for customer meetings and team events is expected.
