Manager, Customer Success Architects, EMEA at GitLab

Drive the success and adoption of GitLab’s paid success plan offerings and services across the EMEA region.
Lead a team of Customer Success Architects who partner directly with customers on GitLab’s DevSecOps platform.
Work closely with Sales and other go-to-market teams to shape compelling service offerings, articulate our value, and identify new and expansion opportunities.
Use feedback, data, and insights from customers and internal stakeholders to continuously improve how we deliver success services.
Collaborate asynchronously with customer success, support, professional services, product management, engineering, and marketing to ensure our success services align with GitLab’s strategy and customer needs.
Build a high-performing team culture, establish clear performance indicators for service offerings and revenue, and refine how we scale best practices across regions.

Experience managing customer success or professional services teams in a technical domain such as DevSecOps, with accountability for delivery quality and customer outcomes.
Understanding of DevSecOps practices, the software development lifecycle, and related tooling, with the ability to connect these to GitLab’s platform and services.
Background leading, coaching, and mentoring customer-facing professionals to drive product adoption, satisfaction, and retention.
Ability to partner closely with sales teams, identify and qualify service opportunities, and position success services to new and existing customers.
Comfort working with customer success metrics and key performance indicators, analyzing data to identify trends and inform changes to offerings and processes.
Skill in problem solving and designing practical, innovative solutions that address customer challenges and improve time to value.
Experience creating and delivering clear presentations, demos, and training to explain service value, best practices, and methodologies to varied audiences.
Collaborative working style and communication skills that support effective work with cross-functional teams and stakeholders, with openness to candidates who bring transferable leadership and customer-facing experience from related areas.

Manager, Customer Success Architects, EMEA