The opportunity
We're the Customer Success Engineering team within the broader Customer Success organization. We're a distributed, remote group that collaborates asynchronously across time zones, using GitLab and our handbook-first approach to coordinate work rather than relying on dedicated account assignments.
What you'll do
Lead a distributed team of Customer Success Engineers in the Americas to: drive GitLab adoption and technical value realization across a pooled book of business.
Develop and execute scalable technical enablement strategies and programs: that help customers use GitLab for source code management, CI/CD, DevSecOps, and Agile planning.
Drive creation of repeatable frameworks and systematic solutions that remove: adoption barriers and support measurable customer business outcomes.
Collaborate closely with Sales, Renewals, and Customer Success Managers to: align technical enablement with commercial objectives, supporting retention and expansion across accounts.
Use data and performance indicators to assess program effectiveness, identify: adoption trends, and adjust technical initiatives for greater impact at scale.
Mentor and coach team members to strengthen their DevSecOps expertise,: customer engagement skills, and ability to translate technical capabilities into business value.
What they're looking for
- Champion the voice of the customer by translating field insights and: technical pain points into actionable feedback for Product, Engineering, and other cross-functional teams.
- Partner with internal stakeholders to ensure customer feedback, feature: requests, and adoption insights inform roadmap priorities and improvements to the overall customer experience.
