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Manager, Customer Success

4 hours, 25 minutes ago
United States
Full-time
Lead
Customer Success Manager
Customer and Technical Support
Agile Azure CRM DevSecOps Docker GitLab Kubernetes
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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 39

Description

  • Lead Customer Success Managers and Customer Success Architects responsible for adoption, account health, satisfaction, and advocacy.
  • Coach team members through feedback, development planning, and career growth conversations.
  • Partner with the Director of Customer Success to establish goals, responsibilities, and priorities.
  • Manage resource assignments, staffing levels, and hiring to meet customer coverage needs.
  • Build senior-level customer relationships and support trusted-advisor partnerships.
  • Collaborate with Sales, Product Management, Engineering, Professional Services, and other teams to deliver a consistent customer experience.
  • Coordinate effective responses to customer escalations with internal leaders.
  • Improve team processes and tools and oversee initiatives tied to objectives and key results.

Requirements

  • Experience leading customer-facing teams in software, technology, consulting, sales, or customer success environments.
  • Experience guiding teams through customer onboarding, adoption, business reviews, and renewals.
  • Knowledge of software development lifecycle practices, related tools, and agile or DevOps methodologies.
  • Familiarity with Kubernetes, Docker, SAST, DAST, AWS, GCP, or Microsoft Azure.
  • Ability to translate strategy into initiatives, coordinate execution, and track delivery across competing priorities.
  • Experience leading distributed teams across regions, cultures, and business lines.
  • Ability to work effectively with senior executives and external stakeholders.
  • Willingness to travel occasionally for customer meetings and team events.
  • Strong communication, coaching, feedback, delegation, planning, and process-improvement skills.
  • Ability to connect technical concepts to business value and lead with empathy.

Benefits

  • Remote work environment, with location-specific eligibility requirements.
  • Benefits supporting health, finances, and well-being.
  • Flexible paid time off.
  • Equity compensation and employee stock purchase plan.
  • Growth and Development Fund.
  • Parental leave.
  • Team Member Resource Groups.

Interested in this position?

Apply directly on the company website

Apply Now

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