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Manager, Customer Success Engineers

2 weeks ago

Remote Canada Remote US GitLab Full time

GitLab is an open-core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating human progress. Our platform unites teams and organizations, breaking down barriers and redefining what's possible in software development. Thanks to products like Duo Enterprise and Duo Agent Platform, customers get AI benefits at every stage of the SDLC. 

The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.

An overview of this role

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.

What you'll do
  • 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.
What you'll bring
  • 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.
  • Experience leading and developing technical teams in a distributed, remote environment, with a focus on customer outcomes and scalable impact.
  • Background in software development or engineering that enables you to guide technical conversations, remove adoption barriers, and design effective enablement paths.
  • 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.
  • Proven skill in collaborating with Sales, Renewals, and other cross-functional teams to align technical adoption work with commercial objectives.
  • Comfort using customer insights and feedback to influence internal priorities, including product, process, and program decisions.
  • Openness to diverse backgrounds and transferable skills, with a growth mindset toward learning GitLab's platform and evolving DevSecOps practices.
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.

The base salary range for this role's listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.

United States Salary Range

$107,100 - $229,500 USD

How GitLab will support you
  • Benefits to support your health, finances, and well-being
  • Flexible Paid Time Off 
  • Team Member Resource Groups
  • Equity Compensation & Employee Stock Purchase Plan
  • Growth and Development Fund
  • Parental leave 
  • Home office support

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.

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.  

Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab's policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.