Description
GitLab is seeking a Manager, Customer Success Managers, SEMA to join our team. As a manager, you will be responsible for mentoring and enabling the team to exceed company growth and retention forecasts. You will work with the Customer Success Director to help establish and manage goals and responsibilities for CSMs. Your team will manage the overall health and care of accounts, including onboarding customers, stage adoption, executive business reviews, and successful renewals. You will ensure the CSMs exceed GitLab expectations in core knowledge, communication, and execution. You will challenge the team and yourself to learn and grow as trusted advisors to customers continually. You will provide leadership and guidance to coach, motivate and lead the team members to their optimum performance levels and career development, providing timely feedback and development assistance. You will manage resource assignments and staffing levels, including recruitment as needed. You will identify and implement improvements to the processes and tools used. You will develop senior-level relationships with customers. You will partner with other team leaders to ensure the customer is supported in times of escalation. You will develop strong relationships with Engineering and Product to ensure cohesion and shared understanding of goals, initiatives. You will oversee initiatives set forth in OKRs. You will work together with the other managers to execute strategies and vision with the Director. You will represent GitLab leadership and reflect our GitLab values in internal and external interactions.
The ideal candidate will have a proven track record in software/technology sales, consulting or customer success. They will have proven experience leading teams, driving software adoption, and building and scaling customer success management practices. They will have experience with software development lifecycle processes and tools as well as agile and/or DevOps practices. They will be knowledgeable with cloud/container technologies (e.g., Kubernetes, Docker), application security (SAST, DAST) and/or cloud deployment models (AWS, GCP, Azure) is a plus. They will have a proven ability to develop strategies, translate them into initiatives and track successful delivery. They will have demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies. They will possess a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams. They will demonstrate operational excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning. They will be able to collaborate across the organization and with external stakeholders. They will have experience successfully working with senior executives (VP/CxO). They will hold strong operational skills that will drive organizational efficiencies and customer satisfaction. They will be comfortable giving and receiving positive and constructive feedback. They will be able to connect technology with measurable business value. They will have strategic thinking about business, products, and technical challenges.