Customer Success Manager

GitLab

. Lead a team of Customer Success Managers and Customer Success Architects focused on adoption, account health, customer satisfaction, and advocacy .

Posted 10/17/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading customer success teams, fostering senior-level relationships, and driving software adoption while effectively managing resources and aligning team goals with organizational objectives.

Highest-signal resume keywords

Customer Success LeadershipSoftware Adoption ManagementAgile MethodologiesKubernetes FamiliarityCommunication and Coaching Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Relationship ManagementSoftware Development LifecycleProcess ImprovementResource ManagementBusiness Reviews

Soft Skills

CoachingFeedbackEmpathyDelegationPlanning

Tools & Technologies

KubernetesDockerAWSGCPMicrosoft Azure

Industry Keywords

Customer SuccessConsultingSalesTechnologySoftware

Tech Stack

Tools & technologies

AWSAzureDockerGoogle Cloud PlatformKubernetes

About the role

Key responsibilities & impact

Lead a team of Customer Success Managers and Customer Success Architects focused on adoption, account health, customer satisfaction, and advocacy
Coach team members through feedback, development support, and career growth conversations
Partner with the Director of Customer Success to define team goals, clarify responsibilities, and align priorities
Manage resource assignments, staffing levels, and hiring activity
Develop senior-level customer relationships and trusted-advisor partnerships
Collaborate with Sales, Product Management, Engineering, Professional Services, and other teams
Support customer escalations and coordinate effective responses
Improve team processes and tools and oversee initiatives tied to objectives and key results
Manage a North America-based team while collaborating asynchronously with stakeholders across regions

Requirements

What you’ll need

Experience leading customer-facing teams in software, technology, consulting, sales, or customer success environments
Ability to guide teams driving software adoption and managing customer relationships across onboarding, adoption, business reviews, and renewals
Knowledge of software development lifecycle practices, related tools, and agile or DevOps ways of working
Familiarity with Kubernetes, Docker, SAST, DAST, AWS, GCP, or Microsoft Azure
Skill in translating strategy into clear initiatives, coordinating execution, and tracking delivery across competing priorities
Capability to lead distributed teams across regions, cultures, and lines of business
Experience working effectively with senior executives and external stakeholders
Willingness to travel occasionally for customer meetings and team events
Strength in communication, coaching, feedback, delegation, planning, and process improvement
Ability to coach with empathy and build trust
Transferable experience connecting technical concepts to business value and collaborating across functions

Benefits

Comp & perks

Benefits to support your health, finances, and well-being
Flexible Paid Time Off
Team Member Resource Groups
Equity Compensation & Employee Stock Purchase Plan
Growth and Development Fund
Parental Leave
Occasional travel for customer meetings and team events