This role is 100% remote and candidates must be located in Australia or Singapore
Senior Manager, CSM Job Grade
The Senior Manager, CSM is a job grade .
Senior Manager, CSM 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 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
- Work together with the other managers to execute strategies and vision with the Director
- Represent GitLab leadership and reflect our
- Action upon identified opportunities for continuous improvement across the customer lifecycle
- Consistent representation of our values to the customer, our CSM team, and the company as a whole
- Lead in cross-functional work representing Customer Success in GitLabs more strategic revenue-focused initiatives
- Owns and manages more than just the CSM manager purview - defined by looking for and solving larger team or organizational challenges, and owning initiatives that span wider than the CSM manager role
- Aligned with the objectives of GitLab and is responsible for ensuring that the CSM team as a whole is contributing to our company objectives
- Strategic in thinking to solve challenges for the entire CSM team and make improvements that will positively impact all customers
- 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, 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
- All remote,
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 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.
Remote-Australia