Manager, Customer Success Managers, EMEA
Job description
About the role
GitLab seeks a Manager, Customer Success Managers, EMEA to mentor and enable a high-performing team focused on aligning, enabling, and expanding customer relationships. The roleholder will own the strategy and execution for CSM teams across the EMEA region, ensuring customer outcomes are met and exceeded. This position requires a leader who leverages AI as a productivity multiplier while fostering a culture of continuous learning and innovation. The hire will develop senior-level customer relationships and act as a key liaison between customers and the broader GitLab ecosystem. They will challenge the team to grow as trusted advisors and reflect GitLab values in all interactions. This is a career-accelerating role for someone passionate about driving customer success at scale.
Key facts
What you'll do
Establish and manage the goals, responsibilities, and performance metrics for Customer Success Managers in EMEA.
Mentor and enable the team to exceed company growth, retention, and expansion forecasts through data-driven strategies.
Oversee the end-to-end customer lifecycle, including onboarding, adoption, executive business reviews, and renewal management.
Ensure all CSMs exceed GitLab expectations in core knowledge, communication quality, and execution standards.
Develop and implement process improvements for tools and workflows to enhance team efficiency and customer outcomes.
Partner with Product Management, Engineering, Sales, and Professional Services to streamline collaboration and resolve escalations.
Provide leadership, coaching, and timely feedback to help team members reach optimum performance and advance their careers.
Manage resource assignments and staffing levels, including recruitment and capacity planning to meet customer demands.
Build and maintain strong, strategic relationships with key customers to drive adoption and identify expansion opportunities.
Oversee initiatives set forth in GitLab OKRs to ensure alignment with company-wide objectives.
Represent GitLab leadership and embody company values in all internal and external interactions.
Work collaboratively with other managers to execute strategies and vision under the direction of the Customer Success Director.
Champion the use of AI within team workflows to drive efficiency, innovation, and measurable impact.
Develop and track customer health metrics to proactively address risks and maximize lifetime value.
Act as a trusted advisor to customers by understanding their business outcomes and enabling them through GitLab capabilities.
Requirements
Demonstrated proven track record in software/technology sales, consulting, or customer success roles.
Possess proven experience leading teams, driving software adoption, and building scalable customer success management practices.
Show experience with software development lifecycle processes, tools, and agile and/or DevOps practices.
Knowledgeable with cloud and container technologies such as Kubernetes and Docker, application security (SAST, DAST), or cloud deployment models like AWS, GCP, and Azure is a plus.
Exhibit the ability to develop strategies, translate them into initiatives, and track successful delivery and outcomes.
Demonstrate proven ability to lead managers, directors, and cross-functional stakeholders to achieve shared objectives.
Have a history of coaching and developing high-performing teams while providing actionable feedback and career growth guidance.
Commit to upholding GitLab values and maintaining a high-performance culture driven by continuous learning and knowledge exchange.
Nice to have
Preferred experience with customer success platforms and tools used for managing renewals and health scoring.
Background in DevOps, DevSecOps, or software development environments is advantageous.
Familiarity with AI tools and their application in customer success scenarios.
Experience working with enterprise customers in regulated industries.
Practical notes
This is a full-time remote position open to candidates located in Austria and Germany.
No specific working hours are outlined, but the role requires availability during standard business hours for collaboration across time zones.
There is no mention of travel requirements, visa sponsorship, or application deadlines in the available source information.
The role of is designed for a strategic leader capable of driving customer retention and expansion across a global enterprise environment. The successful candidate will not only manage a team of CSMs but also influence product and engineering initiatives to ensure alignment with customer needs. This position demands a high level of ownership, strategic thinking, and the ability to operate independently while collaborating closely with leadership. The manager will be responsible for ensuring that customer success metrics are met while fostering a culture of innovation and continuous improvement. This is an opportunity to shape the future of customer success in a fast-growing, values-driven organization.