Customer Success Manager • Lead

Who you are

You have a proven track record in customer success or account management, ideally within the software industry. Your experience includes leading teams and driving revenue growth through effective contract renewals and upgrades. You understand the importance of customer relationships and are skilled at managing multiple stakeholders to achieve business outcomes.

You possess strong analytical skills, allowing you to review forecasts and business outcomes effectively. Your ability to run win and loss reviews will help your team continuously improve and adapt to changing market conditions. You are comfortable using data to inform decisions and guide your team's strategy.

You are a natural leader who inspires your team to excel. You prioritize team development and are committed to fostering a high-performance culture. Your communication skills enable you to collaborate effectively with sales leaders and other departments, ensuring alignment on goals and strategies.

You embrace technology and are eager to incorporate AI into your workflows to drive efficiency and innovation. You understand the software development lifecycle and how GitLab's products can benefit customers at every stage.

Desirable

Experience in a SaaS environment is a plus, as is familiarity with DevSecOps principles. You may have a background in sales or business development, which enhances your understanding of customer needs and market dynamics.

What you'll do

As the Lead Customer Success Manager at GitLab, you will be responsible for leading a team focused on protecting and growing recurring revenue through contract renewals and upgrades. You will manage weekly activities and pipelines, ensuring that your team meets its targets and delivers exceptional service to customers.

You will conduct regular reviews of forecasts and business outcomes with Renewal Managers and sales leaders, providing insights and recommendations for improvement. Your role will involve running win and loss reviews to identify trends and areas for growth, helping your team to refine their approach and strategies.

Collaboration is key in this role, as you will work closely with various departments to align on customer needs and business objectives. You will be instrumental in developing processes that enhance customer satisfaction and retention, ensuring that GitLab remains a trusted partner for its clients.

You will also play a crucial role in mentoring and developing your team members, fostering a culture of continuous learning and improvement. Your leadership will help create an environment where team members feel empowered to contribute their ideas and drive results.

What we offer

At GitLab, we offer a flexible remote work environment that allows you to balance your professional and personal life. You will be part of a high-performance culture that values innovation and collaboration, where every voice is heard and valued.

We provide opportunities for professional growth and development, encouraging you to take on new challenges and expand your skill set. Our commitment to diversity and inclusion means that we welcome applicants from all backgrounds and experiences.

Join us in our mission to transform how the world develops software, and co-create the future with a team that is dedicated to making a positive impact in the industry.