Manager, Customer Success Managers, EMEA

About the role

The Manager of Customer Success Managers for EMEA will lead a team of customer-focused professionals to drive account health, adoption, and renewals. This role involves mentoring team members, managing resource assignments, and collaborating with cross-functional departments to ensure customers achieve their desired business outcomes. The manager will also represent GitLab leadership while fostering a culture of continuous improvement and high performance.

Responsibilities

• 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
• Ensure the CSMs exceed GitLab expectations in core knowledge, communication, and execution
• Provide leadership and guidance to coach, motivate and lead the team members to their optimum performance levels and career development
• 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

Required skills

• Software sales
• Consulting
• Customer success
• Software development lifecycle
• DevOps
• Strategic planning
• Operational excellence
• German

Nice to have

• Kubernetes
• Docker
• Application security
• SAST
• DAST
• AWS
• GCP
• Azure

Qualifications

• 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

Benefits

• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation
• Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave

About the Company

GitLab is the intelligent orchestration platform for DevSecOps, enabling organizations to increase developer productivity and accelerate digital transformation. With more than 50 million registered users, the company embraces AI as a core productivity multiplier and maintains a high-performance culture driven by values and continuous knowledge exchange.