Manager Customer Success Managers EMEA
GitLab is an AI-powered DevSecOps platform that unifies the entire software development lifecycle into a single application. It helps development, security, and operations teams to collaborate and deliver software more efficiently, with security integrated at every step. The platform is trusted by millions of users and a majority of the Fortune 100.
About GitLab Inc.
GitLab is a comprehensive, AI-powered DevSecOps platform that streamlines the entire software delivery process by unifying the development lifecycle into a single application. It integrates source code management, CI/CD, security, and monitoring to help teams build, secure, and operate software more efficiently. Key features include automated security scans built into the development pipeline and AI-driven tools like GitLab Duo for code suggestions and chat, which enhance developer productivity. GitLab serves a diverse client base, from startups and open-source projects to large enterprises, including over half of the Fortune 100. The platform aims to reduce complexity, accelerate delivery cycles, and strengthen security and compliance for its users.
Skills
About the Role
You will lead, coach, and develop customer success managers while overseeing account health, onboarding, adoption, executive business reviews, and renewals. You will set goals, manage staffing and resources, improve processes and tools, build senior customer relationships, and coordinate escalations and strategic initiatives with cross-functional leaders.
Requirements
- Demonstrated track record in software or technology sales, consulting, or customer success
- Experience leading teams, driving software adoption, and building and scaling customer success management practices
- Experience with software development lifecycle processes and tools
- Experience with agile or DevOps practices
- Ability to develop strategies, translate them into initiatives, and track delivery
- Ability to lead managers and manage global distributed teams across cultures, business lines, and geographies
- Leadership, communication, and interpersonal skills
- Analytical thinking, process improvement, problem-solving, delegation, and planning skills
- Ability to collaborate with internal and external stakeholders
- Experience working with senior executives
- Ability to connect technology with measurable business value
- Strategic thinking about business, products, and technical challenges
- Fluent German
Responsibilities
- Mentor and enable customer success managers to exceed growth and retention forecasts
- Establish and manage goals and responsibilities for customer success managers with the Customer Success Director
- Manage account health, onboarding, adoption, executive business reviews, and renewals
- Coach, motivate, and develop team members through timely feedback and development support
- Manage resource assignments, staffing levels, and recruitment
- Identify and implement process and tool improvements
- Develop senior-level customer relationships
- Partner with team leaders to support customers during escalations
- Build relationships with Engineering and Product to align goals and initiatives
- Oversee OKR initiatives
- Execute strategies and vision with other managers and the Director
- Represent leadership in internal and external interactions
Benefits
- Health, financial, and well-being benefits
- Flexible paid time off
- Team Member Resource Groups
- Equity compensation
- Employee Stock Purchase Plan
- Parental leave