Manager, Customer Success Managers, EMEA

GitLab · Bengaluru

Customer SupportRemoteposted 2mo ago

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster.

The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.

*Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab.

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. CSM handbook.

What you'll do

Mentor and enable the 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 accounts (e.g., onboarding customers, stage adoption, executive business reviews, and successful renewals)
Ensure the 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 the team members to their optimum performance levels and career development, providing timely feedback and development assistance
Manage resource assignments and staffing levels, including recruitment as needed
Identify and implement improvements to the processes and tools used
Develop senior-level relationships with customers
Partner with other team leaders to ensure the customer is supported in times of escalation
Develop strong relationships with Engineering and Product to ensure cohesion and shared understanding of goals, initiatives
Oversee initiatives set forth in OKRs
Work together with the other managers to execute strategies and vision with the Director
Represent GitLab leadership and reflect our GitLab values in internal and external interactions

What you'll bring

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

How GitLab Supports Full-Time Employees

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

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