Manager, Customer Success
New
G
GitLabSoftware, DevSecOps
Remote, United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Required Skills
- AWSDockerAgileGCPKubernetesMicrosoft AzureDevOpsCustomer Success
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 such as Kubernetes and Docker.
- Familiarity with application security concepts such as static application security testing (SAST) and dynamic application security testing (DAST).
- Familiarity with cloud platforms such as Amazon Web Services (AWS), Google Cloud Platform (GCP), and Microsoft 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 with an ability to coach with empathy.
Responsibilities
- Lead a team of Customer Success Managers and Customer Success Architects focused on customer adoption, account health, customer satisfaction, and advocacy.
- Coach team members through regular feedback, development support, and career growth conversations to strengthen knowledge, communication, and execution.
- Partner with the Director of Customer Success to define team goals, clarify responsibilities, and align priorities with company direction.
- Manage resource assignments, staffing levels, and hiring activity to support team coverage and customer needs.
- Develop senior-level relationships with customers and support the team in building trusted advisor partnerships.
- Collaborate with Sales, Product Management, Engineering, Professional Services, and other internal teams to create a consistent customer experience.
- Support customers during escalations by working with other leaders to coordinate clear, effective responses.
- Improve the processes and tools used by the team and oversee initiatives tied to objectives and key results.
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