Manager of Customer Success Engineering

• As the Manager, Customer Success Engineers, you’ll lead a team of technical specialists who drive GitLab adoption and value realization at scale across the Americas
• You’ll design and run scalable technical enablement programs that help customers unlock business outcomes from GitLab across source code management, CI/CD, DevSecOps, and Agile planning, while building repeatable frameworks to remove adoption barriers
• Reporting to the Senior Director of Customer Success Managers, you’ll combine deep DevSecOps expertise with strategic program development, partnering closely with Sales, Renewals, and cross-functional teams to turn technical insights into commercial impact, reduce churn risk, and surface expansion opportunities
• In your first year, you’ll be focused on establishing clear metrics for technical value, strengthening voice-of-the-customer feedback loops with Product and Engineering, and elevating the effectiveness and impact of the Customer Success Engineering team across a pooled book of business in the AMER region
• 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
• 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
• About the team:
• 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
• This structure helps us deliver a consistent customer experience, quickly share learnings across accounts, and continuously improve how we support customers

Benefits

• We offer benefits to manage your health, wealth, and well-being regardless of location
• Flexibility in schedule to be there for life’s important moments
• Equity compensation & Employee Stock Purchase Plan offered
• Generous Paid Time Off

• Experience designing and implementing scalable customer success or technical enablement programs, using data to measure impact and refine approaches
• Ability to translate complex technical concepts into clear, outcome-focused messaging for both technical and non-technical stakeholders
• Comfort using customer insights and feedback to influence internal priorities, including product, process, and program decisions
• Proven skill in collaborating with Sales, Renewals, and other cross-functional teams to align technical adoption work with commercial objectives
• Experience leading and developing technical teams in a distributed, remote environment, with a focus on customer outcomes and scalable impact
• Openness to diverse backgrounds and transferable skills, with a growth mindset toward learning GitLab’s platform and evolving DevSecOps practices
• Background in software development or engineering that enables you to guide technical conversations, remove adoption barriers, and design effective enablement paths
• Strong understanding of DevSecOps practices, with the ability to connect GitLab capabilities across source code management, CI/CD, security, and Agile planning to tangible business outcomes
• Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you’re excited about this role, please apply and allow our recruiters to assess your application