Manager, Success Services | GitLab | Remote (Europe)

Manager, Success Services | GitLab | Remote (Europe)

Remote Europe
Application ends: October 2, 2024
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Job Description

The Manager, Success Services is a strategic leader who drives the success and adoption of our paid success plan offerings and services within a designated region (EMEA, AMER, or APJ). They are responsible for managing a team of Customer Success Architects (CSAs) and collaborating with sales teams to identify and pursue opportunities to sell success services to new and existing customers.

The Manager, Success Services reports to the Director, Success Services.

What you’ll do

  • Team Leadership: Manage, coach, and mentor a team of Customer Success Architects (CSAs) to ensure effective service delivery and customer satisfaction.
  • Sales Enablement: Collaborate with sales teams to develop and deliver compelling service offerings, value propositions, and commercial collateral. Explain GitLab Services value proposition, catalog of service offerings, and methodologies.
  • Revenue Management: Drive revenue growth by identifying and pursuing opportunities to sell success services to new and existing customers. Monitor and report on key performance indicators, including pipeline, revenue, and renewal rates.
  • Customer Engagement: Participate in strategic customer meetings, product demos, and customer calls to provide expertise on success services and how they can help customers achieve their goals.
  • Continuous Improvement: Gather feedback from customers and the sales team to identify areas for improvement in the success services offering and customer experience. Drive continuous improvement of service offerings based on customer feedback, performance data, and best practices.
  • Cross-functional Collaboration: Work closely with customer success, support, professional services, product management, engineering, and marketing teams to ensure effective service delivery and alignment with company goals and objectives.
  • Performance Tracking: Monitor and report on key performance indicators for service offerings, identifying trends and areas for improvement. Stakeholder Management: Build and maintain strong relationships with key stakeholders, including customers, partners, and internal teams.

What you’ll bring

  • Proven experience in managing customer success services or professional services teams, preferably in DevSecOps or a similar technical domain.
  • Strong understanding of the DevSecOps methodology, software development lifecycle, and related technologies.
  • Demonstrated ability to lead, coach, and mentor a team of customer success professionals to drive customer satisfaction, adoption, and retention.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with sales teams, customers, and internal stakeholders at all levels.
  • Strong sales acumen and experience in identifying and pursuing opportunities to sell services to new and existing customers.
  • Data-driven mindset with the ability to analyze customer data, identify trends, and make data-informed decisions to optimize success services and improve customer time to value.
  • Experience with customer success metrics, KPIs, and reporting.
  • Strong problem-solving skills and the ability to think creatively to develop innovative solutions that address customer challenges and improve their experience.
  • Experience in creating and delivering compelling presentations, demonstrations, and training sessions to showcase the value of success services and educate customers on best practices.
  • Collaborative and team-oriented mindset, with the ability to work closely with cross-functional teams to align success services with company goals and objectives.
  • Willingness to travel as required – up to 40%.

How GitLab will support you

Hiring process

  • Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process.
    1. Recruiter Screen, 30 mins 
    2. Hiring Manager Interview, 45 mins  
    3. Regional CSM/Sales Leader Interview, 30 mins 
    4. VP, CSM Interview, 30 mins
    Additional details about our process can be found on our hiring page.

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.