Manager, Customer Success at GitLab

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 (e.g., onboarding customers, stage adoption, executive business reviews, and successful renewals)
Ensure the CSMs exceed GitLab expectations in core knowledge, communication, and execution
Challenge the team and yourself to learn and grow as trusted advisors to customers continually
Provide leadership and guidance to coach, motivate and lead the team members to their optimum performance levels and career development, providing timely feedback and development assistance
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

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
Experience with software development lifecycle processes and tools as well as agile and/or DevOps practices
Knowledgeable with cloud/container technologies (e.g., Kubernetes, Docker), application security (SAST, DAST) and/or cloud deployment models (AWS, GCP, Azure) is a plus
Proven ability to develop strategies, translate them into initiatives and track successful delivery
Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies
Possession of a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
Demonstration of operational excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning
Ability to collaborate across the organization and with external stakeholders
Experience successfully working with senior executives (VP/CxO)
Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
Comfortable giving and receiving positive and constructive feedback
Ability to connect technology with measurable business value
Strategic thinking about business, products, and technical challenges

Manager, Customer Success