Opportunity at
GitLabManager, Customer Success
GitLab is hiring a Manager, Customer Success to lead a North America-based team dedicated to maximizing client value, adoption, and overall account health. GitLab operates an…
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About This Role
GitLab is hiring a Manager, Customer Success to lead a North America-based team dedicated to maximizing client value, adoption, and overall account health. GitLab operates an intelligent orchestration platform for DevSecOps, serving millions of registered users and over half of the Fortune 100 with tools designed to accelerate software delivery and improve operational efficiency. In this people leadership role, the manager will direct Customer Success Managers and Customer Success Architects…
Job Description
GitLab is hiring a Manager, Customer Success to lead a North America-based team dedicated to maximizing client value, adoption, and overall account health. GitLab operates an intelligent orchestration platform for DevSecOps, serving millions of registered users and over half of the Fortune 100 with tools designed to accelerate software delivery and improve operational efficiency.
In this people leadership role, the manager will direct Customer Success Managers and Customer Success Architects through onboarding, adoption phases, executive business reviews, and contract renewals. The position involves coaching team members, handling customer escalations, managing staffing needs, and collaborating with cross-functional departments including Sales, Product Management, Engineering, and Professional Services. The ideal candidate connects technical concepts to business value, guides distributed teams, and incorporates AI into daily workflows.
GitLab provides various benefits for full-time personnel, including flexible time off, parental leave, equity compensation, an employee stock purchase plan, team member resource groups, and a professional development fund. Occasional travel for customer meetings and team events may be required.
Responsibilities
- Lead a team of Customer Success Managers and Customer Success Architects focused on adoption, satisfaction, and advocacy
- Coach staff through regular feedback, development support, and career growth discussions
- Collaborate with the Director of Customer Success to establish team goals and align priorities
- Manage resource assignments, staffing levels, and hiring activities
- Build senior-level customer relationships and support advisors in establishing trusted partnerships
- Coordinate with internal departments like Sales, Product, Engineering, and Professional Services for a unified customer experience
- Support clients during escalations by coordinating effective responses with other leaders
- Enhance internal processes and tools while overseeing objectives and key results initiatives
Requirements
- Experience leading customer-facing teams within software, technology, consulting, sales, or customer success
- Background in guiding software adoption and managing customer relationships across onboarding, reviews, and renewals
- Familiarity with software development lifecycle practices, agile frameworks, or DevOps methodologies
- Knowledge of cloud technologies, container tools like Kubernetes and Docker, application security concepts like SAST and DAST, or platforms such as AWS, GCP, and Microsoft Azure
- Ability to translate strategy into clear execution and track delivery across competing priorities
- Capacity to lead distributed teams across regions and work directly with senior executives
- Willingness to travel occasionally for customer meetings and team events
Qualifications
- Transferable experience connecting technical concepts to business value across functions
Core Skills
Benefits
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation and Employee Stock Purchase Plan
- Growth and Development Fund
- Parental Leave
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the employment type for this role?
This position is full-time.
Where is the role located?
The posting does not specify a fixed office location, but notes that the role leads a North America-based team and requires occasional travel.
What benefits are provided?
GitLab offers flexible paid time off, parental leave, equity compensation, an employee stock purchase plan, growth and development funds, and team member resource groups.
How can I apply if I do not meet every single requirement?
The employer encourages interested candidates to apply even if they do not meet every requirement, noting that recruiters will assess applications individually.
Sample Interview Questions
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