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The Manager, Customer Success Engineer (CSE) - AMER, reporting to the Director of Customer Success Managers, leads a team of technical specialists who manage a pooled book of business focused on driving product adoption and value realization at scale across the Americas region. This role combines deep DevSecOps expertise with strategic program development to help customers achieve measurable business outcomes through GitLab's technology.
What you'll do
Technical Value Acceleration
- Initial screening with Recruiting
- Hiring Manager (Ally)
- Peer Conversation
- Technical assessment and discussion with Senior CSE Leader and Panel interview with CSE team members and cross-functional stakeholders
- Final interview with VP of Customer Success
Drive GitLab adoption and value realization across the AMER customer base by developing scalable technical enablement strategies that reach customers at all levels. Focus on delivering measurable business outcomes through GitLab's technology while creating repeatable frameworks for customer technical success and implementing systematic solutions to adoption barriers.
Team Leadership & Program Development
Lead and mentor a team of Customer Success Engineers across the Americas region, fostering a culture of technical excellence and customer-focused problem solving. Develop and implement scalable technical enablement programs with established metrics to track effectiveness and maximize team impact across the customer base.
Commercial Technical Partnership
Partner with Sales and Renewals teams to align technical enablement with commercial objectives, proactively identifying adoption trends that signal churn or growth opportunities. Leverage technical insights to mitigate contraction risks, secure renewals, and uncover expansion potential through systematic approaches. Develop scalable technical programs that strengthen the commercial relationship and drive revenue outcomes efficiently across multiple customers without requiring dedicated account assignments.
Voice of the Customer Advocacy
Amplify customer needs and technical pain points throughout the organization by translating field insights into actionable intelligence for cross functional teams. Champion the customer perspective in internal forums and decision-making processes, ensuring technical adoption barriers and feature requests directly influence product roadmap priorities. Build strategic relationships with key stakeholders across departments to systematically elevate customer feedback and drive organizational changes that improve the overall customer experience.
What you'll bring
Technical Expertise
Deep understanding of DevSecOps practices with ability to translate technical concepts into business value. Experience developing scalable enablement strategies, software development background, and comprehensive knowledge of GitLab use cases across SCM, CI/CD, DevSecOps, and Agile Planning.
Strategic Program Development
Design and implement scalable customer success programs with proven track record of driving technical adoption across broad customer bases. Apply data-driven approaches to measure program effectiveness while creating repeatable frameworks that identify patterns and develop systematic solutions.
Leadership & Communication
Lead technical teams with focus on customer outcomes through excellent communication skills that articulate complex concepts clearly. Demonstrate experience working with distributed teams across Americas, strong stakeholder management capabilities, and ability to influence without direct authority.
Performance Indicators
Drive success through measurable customer adoption rates, technical value realization, customer satisfaction and team effectiveness in delivering outcomes at scale. Focus on business impact of technical initiatives and customer retention/expansion metrics related to
How GitLab will support you
- Benefits to support your health, finances, and well-being
- All remote, asynchronous work environment
- Flexible PTO (paid time off)
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and development budget
- Parental leave
- Home office support
Hiring process
- Initial screening with Recruiting
- Hiring Manager (Ally)
- Peer Conversation
- Technical assessment and discussion with Senior CSE Leader and Panel interview with CSE team members and cross-functional stakeholders
- Final interview with VP of Customer Success
This role offers the opportunity to shape how GitLab delivers technical value at scale, creating systems and programs that help customers across the Americas region realize maximum value from the platform.
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.
The base salary range for this role’s listed level is currently for residents of listed locations only. 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, and alignment with market data. 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.
California/Colorado/Hawaii/New Jersey/New York/Washington/DC/Illinois/Minnesota pay range
$107,100—$229,500 USD
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.
