Manager, Customer Success Managers (Commercial)

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GitLab is a hiring a Manager, Customer Success Managers to oversee our Named Commercial CSM team in North America. The Customer Success Management (CSM) team focuses on the themes of align, enable, and expand. We align with customers’ desired business outcomes, enable them on their existing use cases, and work with them to expand into additional use cases, ensuring ongoing and ever-improving customer return-on-investment.
Additionally, our team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others. To learn more, please see the CSM handbook .
Responsibilities

• Manage resource assignments and staffing levels, including recruitment as needed
• Mentor and enable the Commercial CSM team to exceed company growth and retention forecasts
• Work with the Customer Success Director to help establish and manage goals and responsibilities for CSMs
• Manage a team of highly motivated, customer-focused CSMs to manage the overall health and care of key accounts (e.g., onboarding customers, stage adoption, executive business reviews, and successful renewals)
• Identify and implement improvements to the processes and tools used
• Represent Gitlab leadership and reflect our Gitlab values in internal and external interactions
• Develop strong relationships with Engineering and Product to ensure cohesion and shared understanding of goals, initiatives
• Develop senior-level relationships with customers
• Challenge the team and yourself to learn and grow as trusted advisors to customers continually
• Work together with the other managers to execute strategies and vision with the Director
• Ensure the CSMs exceed Gitlab expectations in core knowledge, communication, and execution
• Oversee initiatives set forth in OKRs
• Partner with other team leaders to ensure the customer is supported in times of escalation
• Provide leadership and guidance to coach, motivate and lead the team members to their optimum performance levels and career development, providing timely feedback and development assistance

Requirements

• Proven track record in software/technology sales or consulting
• Experience successfully working with senior (C-level) executives
• Possession of a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
• Strategic thinking about business, products, and technical challenges
• Proven ability to develop strategies, translate them into initiatives and track successful delivery
• Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies
• Ability to connect technology with measurable business value
• Demonstration of operational excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning
• Comfortable giving and receiving positive and constructive feedback
• Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
• Experience with software development lifecycle processes and tools as well as agile and/or DevOps practices
• Knowledgeable with cloud technologies (e.g., Kubernetes, Docker), application security (SAST, DAST) and/or cloud deployment models (AWS, GCP, Azure) is a plus
• Proven experience leading teams, driving software adoption, and building and scaling customer success management practices
• Ability to collaborate across the organization and with external stakeholders

Hiring Process

• Then, candidates will be invited to present a 30/60/90 day plan to a panel of interviewers.
• Candidates may be invited to schedule an interview with a Manager peer.
• Next, candidates will be invited to schedule a first interview with the Director of Commercial CSM.
• Candidates may be invited to additional interviews with executive leadership.
• Successful candidates will be made an offer after references are verified.
• Selected candidates will be invited to schedule a screening call with our Global Recruiters.

Additional details about our process can be found on our hiring page .
The base salary range for this role’s listed level is currently for residents of listed locations only. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. See more information on our benefits and equity . Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.
Colorado/Washington pay range
$107,100 — $206,500 USD
California/New York/New Jersey pay range
$107,100 — $229,500 USD
Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.
Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.
GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law . If you have a disability or special need that requires accommodation , please let us know during the recruiting process .