The opportunity
On the Customer Success Management team, we are accountable for success bookings, customer adoption, measurable outcomes, customer satisfaction, and building customer advocacy across GitLab.
What you'll do
Lead a team of Customer Success Architects & Managers focused on customer: adoption, account health, customer satisfaction, and advocacy.
Ensure delivery of the Success package entitlements and increase value by driving usage and consumption
Coach team members through regular feedback, development support, and career: growth conversations to strengthen knowledge, communication, and execution.
Partner with the Sr Director of Customer Experience APJ and Sales: stakeholders 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.
What they're looking for
- Collaborate with Sales, Product Management, Engineering, Professional: Services, Renewals and other internal teams to create a consistent customer experience.
- 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.
