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Manager
CSM Growth Accounts
Posted on 6/16/2022
INACTIVE
Locations
Remote in USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Agile
AWS
Development Operations (DevOps)
Docker
Google Cloud Platform
Leadership
Management
Marketing
Microsoft Azure
Sales
Segment
Kubernetes
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 or consulting
  • Experience with software development lifecycle processes and tools as well as agile and/or DevOps practices
  • 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 (C-level) executives
  • 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
  • Possess a deep understanding of creating customer value to deliver scalable customer engagements that help customers derive ongoing value from their investment with GitLab
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 Growth Account 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
  • Manage and provide input into iteration upon the customer journey, including onboarding, adoption, retention, and expansion, with an emphasis on defining and demonstrating value programmatically to grow net revenue retention ultimately
  • Take a data-driven approach to driving value across the customer segment, ensuring time and attention is prioritized to ensure the most significant positive impact
  • Proactively identify and prioritize accounts to focus efforts within a defined territory as based on point in lifecycle (e.g., onboarding) perceived risk, potential growth, strategic value, and renewal timeframe
  • Work cross-functionally with multiple teams (CS ops, content, programs, marketing, product) to develop thoughtful and innovative approaches to driving success with customers at scale
  • Identify key areas of enablement need across the customer segment and partner closely with the strategic and scale TAMs to create content and webinars to address these needs
  • Analyze industry best practices, trends, and performance metrics to shape customer engagement strategies and accelerate results
Desired Qualifications
  • Knowledgeable with cloud technologies (e.g., Kubernetes, Docker), application security (SAST, DAST) and/or cloud deployment models (AWS, GCP, Azure) is a plus
GitLab

1,001-5,000 employees

Repository hosting manager tool
Company mission
It is GitLab's mission to make it so that everyone can contribute. When everyone can contribute, users become contributors and greatly increases the rate of innovation.
Benefits
  • Spending Company Money
  • Equity Compensation
  • Life Insurance
  • Financial Wellness
  • Paid Time Off
  • Growth and Development Benefit
  • GitLab Contribute
  • Business Travel Accident Policy
  • Immigration
  • Employee Assistance Program
  • Incentives
  • All-Remote
  • Part-time contracts
  • Meal Train
  • Fertility & Family Planning
  • Parental Leave
Company Values
  • Collaboration: To achieve results, team members must work together effectively.
  • Results: We do what we promised to each other, customers, users, and investors.
  • Efficiency: Working efficiently on the right things enables us to make fast progress, which makes our work more fulfilling.
  • Diversity, Inclusion, and Belonging.
  • Iteration: We do the smallest thing possible and get it out as quickly as possible.
  • Transparency: Be open about as many things as possible.