Manager, Customer Success

ABOUT THE ROLE GitLab is a global DevSecOps platform that helps organizations accelerate software delivery while reducing risk. As Manager, Customer Success you will lead a North America‑based team that drives customer adoption, ensures account health, and builds trusted partnerships. You will report to the Director of Customer Success and work closely with executive sponsors, end users, and cross‑functional teams to deliver measurable outcomes. WHAT YOU'LL DO You will guide a group of Customer Success Managers and Customer Success Architects, coaching them through regular feedback, development support, and career conversations. Together with the Director, you will set team goals, clarify responsibilities, and align priorities with company strategy. Your responsibilities include managing resource assignments, staffing levels, and hiring to meet customer needs. You will cultivate senior‑level relationships with customers, support the team in becoming trusted advisors, and collaborate with Sales, Product Management, Engineering, and Professional Services to create a seamless customer experience. When escalations arise, you will coordinate clear, effective responses with other leaders. Continuous improvement of processes, tools, and initiatives tied to objectives and key results will also be part of your remit. WHAT YOU'LL NEED You should have experience leading customer‑facing teams in software, technology, consulting, sales, or customer success settings. Your background should include guiding teams through onboarding, adoption, business reviews, and renewals while driving software adoption. Knowledge of the software development lifecycle, agile or DevOps practices, and familiarity with cloud or container technologies such as Kubernetes, Docker, AWS, GCP, or Azure is essential. You must be able to translate strategy into clear initiatives, coordinate execution, and track delivery across competing priorities. Experience leading distributed teams across regions and cultures, working with senior executives, and managing external stakeholders is required. Strong communication, coaching, feedback, delegation, planning, and process improvement skills are essential, as is a warm, empathetic leadership style that builds trust. Occasional travel for customer meetings and team events is expected. WHY REMOTE This role is fully remote, allowing you to manage a North America team while collaborating asynchronously with stakeholders worldwide. The position offers flexibility in schedule and the opportunity to work from any location that supports your productivity. BENEFITS GitLab provides a comprehensive benefits package that includes health coverage, parental leave, education stipends, life insurance, an equipment stipend, and a flexible schedule to support a remote workforce.