Senior Manager, Customer Success (APAC) - Australia or Singapore

at  GitLab

The GitLab DevSecOps platform empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the world’s largest all-remote companies with 2,000+ team members and values that foster a culture where people embrace the belief that everyone can contribute. Learn more about Life at GitLab.

SENIOR MANAGER, CSM REQUIREMENTS

• Demonstrated progressive management experience leading teams in a software company
• Demonstrated progressive experience leading customer success managers, account management or sales teams with team sizes of 5+ people
• Proven experience leading teams, driving software adoption, and building and scaling customer success management practices
• Proven track record in software/technology sales, consulting or customer success
• Proven experience leading teams, driving software adoption, and building and scaling customer success management practices
• Experience with software development lifecycle processes and tools as well as agile and/or DevOps practices
• Knowledgeable with cloud/container technologies (e.g., Kubernetes, Docker), application security (SAST, DAST) and/or cloud deployment models (AWS, GCP, Azure) is a plus
• Proven ability to develop strategies, translate them into initiatives and track successful delivery
• Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies
• Possession of a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
• Demonstration of operational excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning
• Ability to collaborate across the organization and with external stakeholders
• Experience successfully working with senior executives (VP/CxO)
• Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
• Comfortable giving and receiving positive and constructive feedback
• Ability to connect technology with measurable business value
• Strategic thinking about business, products, and technical challenges

SENIOR MANAGER, CSM RESPONSIBILITIES

• Mentor and enable the team to exceed company growth and retention forecasts
• Work with the Customer Success Director to help establish and manage goals and responsibilities for CSMs
• Manage a team of highly motivated, customer-focused CSMs to manage the overall health and care of accounts (e.g., onboarding customers, stage adoption, executive business reviews, and successful renewals)
• Ensure the CSMs exceed GitLab expectations in core knowledge, communication, and execution
• Challenge the team and yourself to learn and grow as trusted advisors to customers continually
• 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
• Manage resource assignments and staffing levels, including recruitment as needed
• Identify and implement improvements to the processes and tools used
• Develop senior-level relationships with customers
• Partner with other team leaders to ensure the customer is supported in times of escalation
• Develop strong relationships with Engineering and Product to ensure cohesion and shared understanding of goals, initiatives
• Oversee initiatives set forth in OKRs
• Work together with the other managers to execute strategies and vision with the Director
• Represent GitLab leadership and reflect our GitLab values in internal and external interactions
• DRI for one or more initiatives beyond the CSM manager role that includes: customer growth, expansion programs, and processes
• Action upon identified opportunities for continuous improvement across the customer lifecycle
• Consistent representation of our values to the customer, our CSM team, and the company as a whole
• Lead in cross-functional work representing customer success in GitLabs more strategic revenue-focused initiatives
• Owns and manages more than just the CSM manager purview - defined by looking for and solving larger team or organizational challenges, and owning initiatives that span wider than the CSM manager role
• Aligned with the objectives of GitLab and is responsible for ensuring that the CSM team as a whole is contributing to our company objectives
• Strategic in thinking to solve challenges for the entire CSM team and make improvements that will positively impact all customers