The opportunity
On the Customer Success team, we are accountable for customer adoption, measurable outcomes, customer satisfaction, and building customer advocacy across GitLab.
What you'll do
Lead a team of Customer Success Managers and Customer Success Architects: focused on customer adoption, account health, customer satisfaction, and advocacy.
Coach team members through regular feedback, development support, and career: growth conversations to strengthen knowledge, communication, and execution.
Partner with the Director of Customer Success to define team goals, clarify: responsibilities, and align priorities with company direction.
Manage resource assignments, staffing levels, and hiring activity to support team coverage and customer needs.
Develop senior-level relationships with customers and support the team in: building trusted advisor partnerships.
Collaborate with Sales, Product Management, Engineering, Professional: Services, and other internal teams to create a consistent customer experience.
What they're looking for
- Support customers during escalations by working with other leaders to coordinate clear, effective responses.
- Improve the processes and tools used by the team and oversee initiatives tied to objectives and key results.
