Manager, Customer Success Managers, EMEA

Remote from: Germany, Austria
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 6 Jul 2026
Apply before: 6 Aug 2026
Experience level: Midweight
Views / Applies: 31 / 1

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Actively Hiring

AI Summary

GitLab is seeking a Manager for Customer Success Managers (EMEA) to lead a team focused on aligning, enabling, and expanding customer outcomes. The role involves mentoring CSMs, managing goals, developing senior customer relationships, and collaborating with engineering and product teams. Candidates should have a proven track record in software sales or customer success, leadership experience, and knowledge of DevOps and cloud technologies. GitLab offers a high-performance, remote-first culture with a strong emphasis on values and continuous learning.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires advanced leadership, strategic planning, and technical knowledge of DevOps and cloud, making it challenging but not extremely difficult.

Salary Analysis

AI Insight No salary was provided in the job listing. Based on market data for a Customer Success Manager Manager role in the US, the median salary is approximately $140,000, with a typical range of $100,000 to $200,000. The offered compensation would need to be competitive to attract top talent in this field.

Core Skills Required

Cover Letter Sample

Dear Hiring Manager,

I am writing to express my strong interest in the Manager, Customer Success Managers, EMEA position at GitLab. With over 10 years of experience leading customer success teams in the SaaS and DevOps space, I have a proven track record of driving customer outcomes and scaling high-performance teams. I am particularly drawn to GitLab's transparency, collaboration, and focus on AI-driven productivity.

In my previous role, I successfully managed a global team of CSMs, increasing customer retention by 20% and driving adoption of new features. I have deep knowledge of cloud technologies and DevOps practices, and I am excited about the opportunity to mentor and enable the EMEA team to exceed growth targets. I am confident that my leadership style and strategic approach align with GitLab's values and culture.

Thank you for considering my application. I look forward to discussing how I can contribute to GitLab's continued success.

Sample Interview Questions

How do you approach mentoring and developing customer success managers?

I focus on regular one-on-ones, setting clear goals, providing constructive feedback, and creating opportunities for skill development through shadowing, training, and stretch assignments. I also encourage peer learning and knowledge sharing.

Describe a time you managed a difficult customer escalation. What steps did you take?

I immediately gathered all relevant information, convened a cross-functional team, and communicated transparently with the customer. We identified the root cause, implemented a remediation plan, and followed up to ensure satisfaction. This approach preserved the relationship and improved processes.

How do you drive customer adoption and expansion in a SaaS environment?

I align customer success activities with business outcomes, conduct regular business reviews, and identify opportunities for additional use cases. I also leverage data to track adoption and proactively engage customers with tailored enablement content.

What experience do you have with DevOps and cloud technologies?

I have worked with clients using Kubernetes, Docker, and major cloud providers like AWS and GCP. I understand the software development lifecycle and how tools like GitLab enable CI/CD, security, and collaboration. I stay current through continuous learning.

How do you ensure your team meets and exceeds growth and retention forecasts?

I set clear expectations, provide the necessary resources and training, and monitor key metrics like health scores and usage. I also foster a culture of accountability and celebrate wins. Regular forecasting reviews help adjust strategies proactively.

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster.

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.

*Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab.

The Customer Success Management (CSM) team focuses on the themes of align, enable, and expand. We align with customers’ desired business outcomes, enable them on their existing use cases, and work with them to expand into additional use cases, ensuring ongoing and ever-improving customer return-on-investment.

Additionally, our team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others. CSM handbook.

What you’ll do

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

What you’ll bring

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
Fluent German

How GitLab Supports Full-Time Employees

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.

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