Manager, Customer Success

GitLab
United States
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementSkills: ["Communication","Coaching","Feedback","Delegation","Process improvement"]

Lead a North America Customer Success team focused on customer adoption, account health, satisfaction, and advocacy for GitLab. Coach Customer Success Managers and Customer Success Architects, build trusted advisor relationships with senior customers, and coordinate escalations. Partner cross-functionally with Sales, Product, Engineering, and Professional Services to deliver consistent customer outcomes and improve team processes, tools, and OKR-driven initiatives.

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FursaFursa
GitLab
GitLab
3 days ago

Manager, Customer Success

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Lead a North America Customer Success team focused on customer adoption, account health, satisfaction, and advocacy for GitLab. Coach Customer Success Managers and Customer Success Architects, build trusted advisor relationships with senior customers, and coordinate escalations. Partner cross-functionally with Sales, Product, Engineering, and Professional Services to deliver consistent customer outcomes and improve team processes, tools, and OKR-driven initiatives.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead a team of Customer Success Managers and Customer Success Architects to drive customer adoption, account health, 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 to support coverage and customer needs.
  • •Support customers during escalations and collaborate cross-functionally with Sales, Product Management, Engineering, and Professional Services to deliver a consistent customer experience.
Travel: Low travel

Pay and Benefits

Perks:Paid LeaveParental LeaveEquityLearning BudgetHome Office

Key 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, tools, and agile or DevOps ways of working.
  • •Familiarity with cloud or container technologies (e.g., Kubernetes, Docker) and application security concepts (e.g., SAST, DAST) or platforms (AWS, GCP, Azure).
  • •Capability to translate strategy into initiatives, coordinate execution, and track delivery across competing priorities.
Experience:SoftwareTechnologyConsultingSalesCustomer successDevSecOps
Skills:CommunicationCoachingFeedbackDelegationProcess improvement
Tech Stack:KubernetesDockerStatic application security testing (SAST)Dynamic application security testing (DAST)Amazon Web Services (AWS)Google Cloud Platform (GCP)Microsoft AzureAgileDevOps

Company Brief

GitLab
Provides a single application for the complete DevSecOps lifecycle, offering source code management, CI/CD, security, and collaboration tools to help teams deliver software faster and more securely.
Industry: Developer Tools
Company Size: Enterprise (1,001+ employees)
Revenue: USD 250M to 500M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2011
WebsiteLinkedIn