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GitLab is seeking a Manager, Customer Success to lead a North America-based customer success team. In this people leadership role, you will manage Customer Success Managers and Customer Success Architects, driving customer adoption, account health, and measurable business outcomes across onboarding, adoption, executive business reviews, and renewals.
You will report to the Director of Customer Success and own broad scope: developing talent, strengthening customer relationships, and partnering across Sales, Product, Engineering, and other teams to ensure customers are supported through growth, change, and escalation. Key responsibilities include leading the team to drive customer adoption and satisfaction, coaching team members through regular feedback and career development, managing resource assignments and hiring, developing senior-level customer relationships, collaborating across internal functions to create consistent customer experiences, supporting escalations, and improving team processes and tools tied to OKRs.
GitLab is the intelligent orchestration platform for DevSecOps, enabling organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and over 50% of the Fortune 100 trust GitLab to ship better, more secure software faster. The company embraces AI as a core productivity multiplier, with all team members expected to incorporate AI into daily workflows.
The Customer Success team is accountable for customer adoption, measurable outcomes, customer satisfaction, and building customer advocacy. You will manage a team in North America while collaborating asynchronously with stakeholders across regions, with a focus on helping customers succeed at scale.
REQUIREMENTS:
- Experience leading customer-facing teams in software, technology, consulting, sales, or customer success environments
- Ability to guide teams that drive software adoption and manage 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 cloud or container technologies (Kubernetes, Docker), application security concepts (SAST, DAST), or cloud platforms (AWS, GCP, 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 while working 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
- Warmth and care in leadership approach—able to coach with empathy and build trust
- Interest in candidates with transferable experience who can connect technical concepts to business value and collaborate across functions
