customer support
Posted 3 weeks agoManager, Customer Success Managers, EMEA
at GitLab
AustriaRemote
Responsibilities
- Mentor and enable the team to exceed company growth and retention forecasts
- 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
- 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
- Oversee initiatives set forth in OKRs
Requirements
- GitLab is the intelligent orchestration platform for DevSecOps.
- The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact.
- Develop strong relationships with Engineering and Product to ensure cohesion and shared understanding of goals, initiatives
- 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
- 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)
- Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification.
- If you have a disability or special need that requires accommodation , please let us know during the recruiting process .
Benefits
- Work together with the other managers to execute strategies and vision with the Director
- Flexible Paid Time Off
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental Leave
Additional details
- More than 50 million registered users and more than 50% of the Fortune 100
- trust GitLab to ship better, more secure software faster.
- GitLab is where careers accelerate, innovation flourishes, and every voice is valued.
- Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems.
- Co-create the future with us as we build technology that transforms how the world develops software.
- Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license.
- Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025.
- Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab.
- The Customer Success Management (CSM) team focuses on the themes of align, enable, and expand.
- We align with customers’ desired business outcomes, enable them on their existing use cases, and work with them to expand into additional use cases, ensuring ongoing and ever-improving customer return-on-investment.