Manager, Customer Success Engineers

GitLab is an open-core software company that develops an AI-powered DevSecOps Platform used by over 100,000 organizations. The Manager, Customer Success Engineers will lead a team of technical specialists to drive GitLab adoption and value realization, designing and executing scalable technical enablement programs while collaborating with cross-functional teams to enhance customer experience.

Responsibilities:

• Lead a distributed team of Customer Success Engineers in the Americas to drive GitLab adoption and technical value realization across a pooled book of business
• Develop and execute scalable technical enablement strategies and programs that help customers use GitLab for source code management, CI/CD, DevSecOps, and Agile planning
• Drive creation of repeatable frameworks and systematic solutions that remove adoption barriers and support measurable customer business outcomes
• Collaborate closely with Sales, Renewals, and Customer Success Managers to align technical enablement with commercial objectives, supporting retention and expansion across accounts
• Use data and performance indicators to assess program effectiveness, identify adoption trends, and adjust technical initiatives for greater impact at scale
• Mentor and coach team members to strengthen their DevSecOps expertise, customer engagement skills, and ability to translate technical capabilities into business value
• Champion the voice of the customer by translating field insights and technical pain points into actionable feedback for Product, Engineering, and other cross-functional teams
• Partner with internal stakeholders to ensure customer feedback, feature requests, and adoption insights inform roadmap priorities and improvements to the overall customer experience

Requirements:

• Strong understanding of DevSecOps practices, with the ability to connect GitLab capabilities across source code management, CI/CD, security, and Agile planning to tangible business outcomes
• Experience leading and developing technical teams in a distributed, remote environment, with a focus on customer outcomes and scalable impact
• Background in software development or engineering that enables you to guide technical conversations, remove adoption barriers, and design effective enablement paths
• Experience designing and implementing scalable customer success or technical enablement programs, using data to measure impact and refine approaches
• Ability to translate complex technical concepts into clear, outcome-focused messaging for both technical and non-technical stakeholders
• Proven skill in collaborating with Sales, Renewals, and other cross-functional teams to align technical adoption work with commercial objectives
• Comfort using customer insights and feedback to influence internal priorities, including product, process, and program decisions
• Openness to diverse backgrounds and transferable skills, with a growth mindset toward learning GitLab's platform and evolving DevSecOps practices