Manager, Customer Success Managers, EMEA

Are you a seasoned leader with a passion for empowering customer success teams and driving exceptional value for clients across EMEA? We're on the hunt for a dynamic Manager to guide our Customer Success Managers, fostering their growth and ensuring our customers not only adopt but truly thrive with GitLab. This is a chance to make a tangible impact in a globally distributed, fully remote environment, where your strategic vision and coaching prowess will shape the journey of an incredible team and our valued enterprise customers. Imagine a role where you champion innovation, leverage the latest AI tools, and contribute to a product that's redefining DevSecOps. If you're ready to lead from anywhere in the world and cultivate a high-performing culture, this opportunity at GitLab might just be your next big adventure.

Overview

GitLab isn't just a platform; it's the intelligent orchestration engine for DevSecOps, helping organizations worldwide boost developer productivity, refine operational efficiency, minimize security risks, and accelerate digital transformation. Over 50 million registered users, including many Fortune 100 companies, trust GitLab to deliver superior, more secure software faster. Our internal operations mirror our product's ethos: we champion AI as a fundamental productivity multiplier, expecting every team member to integrate AI into their daily tasks for heightened efficiency, innovation, and overall impact. GitLab is where careers flourish, new ideas take flight, and every voice holds significance. We cultivate a high-performance atmosphere driven by our core values and a relentless pursuit of knowledge. This empowers our team members to achieve their fullest potential, collaborating with industry leaders to conquer intricate challenges. Join us in shaping the future, as we build technology that forever changes how the world develops software. This is a fully remote, worldwide opportunity.

Key Responsibilities

Lead, mentor, and develop a team of Customer Success Managers across the EMEA region, fostering a culture of high performance and continuous improvement.
Drive customer adoption, retention, and expansion, ensuring our customers achieve significant value from their GitLab investment.
Monitor team performance against key metrics, providing regular feedback and coaching to optimize individual and collective results.
Collaborate closely with sales, product, and engineering teams to address customer needs, escalate issues effectively, and contribute to product development insights.
Develop and implement strategic customer success plans tailored to the EMEA market, enhancing customer satisfaction and loyalty.
Act as an escalation point for critical customer issues, working towards swift and satisfactory resolutions.
Contribute to the refinement of customer success best practices, processes, and playbooks within GitLab.
Champion the use of AI tools and methodologies within your team to enhance efficiency and effectiveness in customer engagements.

Requirements

Significant experience leading and managing Customer Success teams, ideally within a SaaS or technology environment.
Demonstrated success in driving customer adoption, retention, and growth within a B2B enterprise context.
Strong understanding of the DevSecOps lifecycle and related technologies is a plus.
Proven ability to coach, mentor, and develop high-performing individuals and teams.
Exceptional communication, presentation, and interpersonal skills, capable of engaging effectively with various stakeholders.
Strategic thinker with a problem-solving mindset and a proactive approach to challenges.
Experience working with customers in the EMEA region, understanding diverse market needs and cultural nuances.
Comfortable operating in a fully remote, globally distributed work environment.
Eagerness to embrace and leverage AI as a core component of daily workflows.

What You'll Gain

Accelerate your career within a fast-paced, innovative, and rapidly growing company.
Work with cutting-edge technology and contribute to a product that is transforming the software development landscape.
Be part of a vibrant, high-performance culture that values collaboration, continuous learning, and diverse perspectives.
Empower your team with the latest AI-driven tools and methodologies, staying at the forefront of productivity.
Enjoy the flexibility and autonomy of a fully remote work environment, while collaborating with a global team of experts.
Make a significant impact on customer success strategies and outcomes across a crucial region.
Access to extensive professional development opportunities and a culture of continuous knowledge exchange.