Manager, Customer Success Architects, EMEA
GitLab
full-time
Posted on:
Location Type: Remote
Location: Austria
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About the role
- Drive the success and adoption of GitLab’s paid success plan offerings and services across the EMEA region.
- Lead a team of Customer Success Architects who partner directly with customers on GitLab’s DevSecOps platform.
- Work closely with Sales and other go-to-market teams to shape compelling service offerings, articulate our value, and identify new and expansion opportunities.
- Use feedback, data, and insights from customers and internal stakeholders to continuously improve how we deliver success services.
- Collaborate asynchronously with customer success, support, professional services, product management, engineering, and marketing to ensure our success services align with GitLab’s strategy and customer needs.
- Build a high-performing team culture, establish clear performance indicators for service offerings and revenue, and refine how we scale best practices across regions.
Requirements
- Experience managing customer success or professional services teams in a technical domain such as DevSecOps, with accountability for delivery quality and customer outcomes.
- Understanding of DevSecOps practices, the software development lifecycle, and related tooling, with the ability to connect these to GitLab’s platform and services.
- Background leading, coaching, and mentoring customer-facing professionals to drive product adoption, satisfaction, and retention.
- Ability to partner closely with sales teams, identify and qualify service opportunities, and position success services to new and existing customers.
- Comfort working with customer success metrics and key performance indicators, analyzing data to identify trends and inform changes to offerings and processes.
- Skill in problem solving and designing practical, innovative solutions that address customer challenges and improve time to value.
- Experience creating and delivering clear presentations, demos, and training to explain service value, best practices, and methodologies to varied audiences.
- Collaborative working style and communication skills that support effective work with cross-functional teams and stakeholders, with openness to candidates who bring transferable leadership and customer-facing experience from related areas.
Benefits
- 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
- Home office support
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
DevSecOpssoftware development lifecyclecustomer success metricskey performance indicatorsdata analysisproblem solvingpresentation skillstraining deliverycoachingmentoring
Soft Skills
leadershipcollaborationcommunicationteam buildingcustomer engagementstrategic thinkingadaptabilityinnovationrelationship managementperformance management