Overview
In this role you will lead and develop the Customer Success Management (CSM) function to drive rapid growth, healthy retention, and strong customer outcomes. You will partner with the CS leadership to define goals, mentor a team of customer-focused CSMs, and ensure execution across onboarding, adoption, executive reviews, and renewals. You will foster cross-functional collaboration with Engineering, Product, and Sales to align on strategic initiatives andOKRs, while representing GitLab values in all interactions. This role offers strategic influence, scaling a high-performance CS organization, and shaping how customers realize business value from GitLab’s platform.
Leistungen / Benefits
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental Leave
Verantwortungsbereiche
- Mentor and enable the team to exceed growth and retention forecasts
- Collaborate with the Customer Success Director to set goals and responsibilities for CSMs
- Manage a team of CSMs responsible for onboarding, adoption stage, executive reviews, and renewals
- Ensure CSMs meet GitLab expectations in knowledge, communication, and execution
- Coach and develop team members for peak performance and career growth
- Oversee resource planning and staffing, including recruitment as needed
- Identify and implement process and tool improvements
- Develop senior-level relationships with customers
- Build cross-functional partnerships with Engineering and Product for alignment
- Oversee OKR-driven initiatives and align with Director on strategy
- Represent GitLab leadership in internal and external interactions
Zentrale Anforderungen
- Proven track record in software/technology sales, consulting or customer success
- Experience leading teams and scaling customer success practices
- Experience with software development lifecycle processes and agile/DevOps practices
- Knowledge of cloud/container technologies (Kubernetes, Docker) and application security (SAST, DAST) a plus
- Ability to translate strategy into initiatives and track delivery
- Experience leading global, distributed teams
- Strong leadership, communication, and interpersonal skills
- Operational excellence in analytical thinking, process development, problem-solving, planning
- Ability to collaborate across the organization and with external stakeholders
- Experience working with senior executives (VP/CxO)
- Strong operational skills for organizational efficiency and customer satisfaction
- Comfort with giving/receiving feedback
- Ability to connect technology with measurable business value
- Strategic thinking about business, products, and technical challenges
- Fluent German
- leadership presence
- communication and motivational skills
- collaboration across teams
- Kubernetes
- Docker
- SAST
Manager, Customer Success Managers, EMEA in Dresden Arbeitgeber: GitLab
GitLab ist ein hervorragender Arbeitgeber, der eine dynamische und inklusive Arbeitsumgebung bietet, in der Innovation und Zusammenarbeit gefördert werden. Mit einem starken Fokus auf persönliche und berufliche Weiterentwicklung ermöglicht GitLab seinen Mitarbeitern, ihre Fähigkeiten in einem globalen Team zu entfalten und an bedeutenden Projekten im Bereich DevSecOps zu arbeiten. Die flexible Remote-Arbeitskultur und die Wertschätzung jeder Stimme machen GitLab zu einem attraktiven Arbeitsplatz für alle, die eine sinnvolle Karriere anstreben.
