Manager, Customer Success, EMEA

This is a fully remote position, open to applicants in Austria.

📋 Description

• Guide and empower the team to surpass company growth and retention objectives.

• Collaborate with the Customer Success Director to establish and oversee goals and responsibilities for Customer Success Managers (CSMs).

• Lead a team of highly driven, customer-oriented CSMs to maintain the overall health and management of accounts (including onboarding customers, stage adoption, executive business reviews, and successful renewals).

• Ensure that CSMs excel in core knowledge, communication, and execution, meeting GitLab’s standards.

• Encourage the team and yourself to continuously learn and develop as trusted advisors to customers.

• Provide leadership and mentorship to motivate team members towards peak performance and career growth, offering timely feedback and developmental support.

• Manage resource allocations and staffing levels, including recruitment as necessary.

• Identify and implement enhancements to processes and tools used by the team.

• Cultivate senior-level relationships with customers.

• Collaborate with other team leaders to ensure customer support during escalation events.

• Build strong connections with Engineering and Product teams to ensure alignment and mutual understanding of goals and initiatives.

• Oversee initiatives outlined in Objectives and Key Results (OKRs).

• Work alongside other managers to execute strategies and visions in conjunction with the Director.

• Represent GitLab leadership and embody our GitLab values in both internal and external interactions.

⛳️ Requirements

• Demonstrated success in software/technology sales, consulting, or customer success roles.

• Proven experience in leading teams, promoting software adoption, and establishing and scaling customer success management practices.

• Familiarity with software development lifecycle processes and tools, as well as agile and/or DevOps methodologies.

• Knowledge of cloud/container technologies (such as Kubernetes and Docker), application security (SAST and DAST), and/or cloud deployment models (AWS, GCP, Azure) is an advantage.

• Established ability to formulate strategies, convert them into actionable initiatives, and monitor successful execution.

• Proven capability to lead managers and effectively oversee global, distributed teams across diverse cultures, business lines, and geographic locations.

• Strong management presence and leadership skills, with communication and interpersonal abilities that inspire and energize leaders and teams.

• Evidence of operational excellence in analytical thinking, process creation and enhancement, problem-solving, communication, delegation, and planning.

• Ability to collaborate effectively across the organization and with external stakeholders.

• Experience in successfully engaging with senior executives (VP/CxO level).

• Possesses strong operational skills that foster organizational efficiencies and enhance customer satisfaction.

• Comfortable in both giving and receiving constructive and positive feedback.

• Ability to link technology with quantifiable business value.

• Strategic mindset regarding business, products, and technical challenges.

• Fluent in German.

🏝️ Benefits

• Comprehensive benefits to support your health, financial needs, and overall well-being.

• Flexible Paid Time Off.

• Access to Team Member Resource Groups.

• Equity Compensation and Employee Stock Purchase Plan.

• Growth and Development Fund.

• Parental Leave.