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Manager, Customer Success Managers, SEMA

1 hour, 37 minutes ago
France, Spain
Full-time
Lead
Customer Success Manager
Customer and Technical Support
Agile AWS Azure Docker GCP Kubernetes
Apply Now
GitLab

GitLab

GitLab: The comprehensive DevOps platform revolutionizing software development with automation, AI workflows, and essential tools for efficient collaboration.

Internet Software & Services
1K-5K
Founded 2014
View All Jobs 179

Description

  • Mentor and enable the CSM team to exceed growth and retention forecasts.
  • Work with the Customer Success Director to establish and manage goals and responsibilities for CSMs.
  • Manage customer-focused CSMs responsible for onboarding, stage adoption, executive business reviews, and renewals.
  • Coach, motivate, and develop team members through timely feedback and performance guidance.
  • Manage resource assignments, staffing levels, and recruitment as needed.
  • Identify and implement improvements to processes and tools used by the team.
  • Develop senior-level relationships with customers and support escalation management.
  • Build strong relationships with Engineering and Product to ensure aligned goals and initiatives.
  • Oversee initiatives defined in OKRs and help execute strategy with other managers and the Director.
  • Represent GitLab leadership and values in internal and external interactions.

Requirements

  • Proven track record in software, technology sales, consulting, or customer success.
  • Proven experience leading teams, driving software adoption, and building or scaling customer success management practices.
  • Experience with software development lifecycle processes and tools, plus agile and/or DevOps practices.
  • Knowledge of cloud/container technologies such as Kubernetes or Docker, application security such as SAST or DAST, and/or cloud deployment models such as AWS, GCP, or Azure is a plus.
  • Proven ability to develop strategies, turn them into initiatives, and track delivery.
  • Demonstrated ability to lead managers and manage global, distributed teams across cultures, business lines, and geographies.
  • Strong management presence with communication and interpersonal skills that inspire and motivate leaders and teams.
  • Operational excellence in analytical thinking, process improvement, problem-solving, communication, delegation, and planning.
  • Ability to collaborate across the organization and with external stakeholders.
  • Experience working successfully with senior executives at the VP or CxO level.
  • Strong operational skills that drive organizational efficiency and customer satisfaction.
  • Ability to give and receive positive and constructive feedback.
  • Ability to connect technology with measurable business value.
  • Strategic thinking about business, products, and technical challenges.

Benefits

  • Flexible Paid Time Off.
  • Equity compensation and an Employee Stock Purchase Plan.
  • Growth and Development Fund.
  • Parental leave.
  • Home office support.
  • Benefits to support health, finances, and well-being.
  • Team Member Resource Groups.
  • Remote work with global hiring in many countries, subject to location-based eligibility requirements for some roles.

Interested in this position?

Apply directly on the company website

Apply Now

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