Manager, Customer Success Managers, EMEA

About the Role

The Manager of Customer Success at Gitlab plays a pivotal role in driving the company's mission to deliver exceptional customer experiences. This role is responsible for leading a team of Customer Success Managers (CSMs) who work closely with clients to ensure their success and satisfaction with Gitlab's products. The ideal candidate will have a strong background in software sales, consulting, or customer success, with a proven track record of driving team performance and customer satisfaction.

As part of the Customer Success team, the Manager will be expected to embody the company's values of collaboration, innovation, and customer-centricity. This involves working closely with cross-functional teams, including Product Management, Engineering, and Sales, to ensure that customer needs are met and that the company's products continue to evolve to meet the changing needs of the market.

What You Will Do

• Mentor and enable the Customer Success team to exceed company growth and retention forecasts
• Collaborate with the Customer Success Director to establish and manage goals and responsibilities for CSMs
• Manage a team of highly motivated, customer-focused CSMs to ensure the overall health and care of accounts
• Ensure CSMs exceed Gitlab expectations in core knowledge, communication, and execution
• Challenge the team and yourself to learn and grow as trusted advisors to customers continually
• Provide leadership and guidance to coach, motivate, and lead team members to their optimum performance levels and career development
• Manage resource assignments and staffing levels, including recruitment as needed
• Identify and implement improvements to the processes and tools used by the Customer Success team
• Develop senior-level relationships with customers and partner with other team leaders to ensure customer support
• Develop strong relationships with Engineering and Product to ensure cohesion and shared understanding of goals and initiatives
• Oversee initiatives set forth in OKRs and work together with other managers to execute strategies and vision with the Director
• Represent Gitlab leadership and reflect the company's values in internal and external interactions

What We Are Looking For

• Proven track record in software/technology sales, consulting, or customer success
• Proven experience leading teams, driving software adoption, and building strong customer relationships
• Strong understanding of the software development lifecycle and DevSecOps practices
• Experience with Adjust and Excel, or similar tools
• Excellent communication, interpersonal, and leadership skills
• Ability to work in a fast-paced environment and adapt to changing priorities
• Strong analytical and problem-solving skills
• Experience with OKRs and goal-setting methodologies
• Bachelor's degree in a relevant field, such as Computer Science, Business Administration, or related field

Nice to Have

• Experience working with AI-powered tools and technologies
• Knowledge of cloud-based software development platforms
• Certification in customer success or a related field
• Experience with data analysis and visualization tools
• Familiarity with Agile development methodologies

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a fast-growing, innovative company
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Flexible working hours and remote work options
• Access to the latest technologies and tools
• Comprehensive health and wellness programs
• Generous paid time off and holiday policy
• Retirement savings plan and equity options
• Employee recognition and reward programs

• Develop a strong understanding of the software development lifecycle and DevSecOps practices to stand out as a candidate.
• Highlight your experience with team management and leadership, as well as your ability to drive customer satisfaction and retention.
• Familiarize yourself with Adjust and Excel, as well as other tools and technologies relevant to the role.
• Be prepared to discuss your experience with OKRs and goal-setting methodologies, and how you have used these to drive team performance.
• Showcase your ability to work in a fast-paced environment and adapt to changing priorities, and highlight your strong analytical and problem-solving skills.
• Consider obtaining certification in customer success or a related field to demonstrate your expertise and commitment to the profession.
• Be prepared to discuss your experience with data analysis and visualization tools, and how you have used these to inform customer success strategies.