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Fluency in German and English is a requirement

The Manager, CSM, reports to the Director of Customer Success Managers.

The Manager, CSM is a grade 9.

  • 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 or consulting
  • 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 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 (C-level) executives
  • 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

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