Manager, Customer Success Engineers

An overview of this role

As the Manager, Customer Success Engineers, you’ll lead a team of technical specialists who drive GitLab adoption and value realization at scale across the Americas. You’ll design and run scalable technical enablement programs that help customers unlock business outcomes from GitLab across source code management, CI/CD, DevSecOps, and Agile planning, while building repeatable frameworks to remove adoption barriers. Reporting to the Senior Director of Customer Success Managers, you’ll combine deep DevSecOps expertise with strategic program development, partnering closely with Sales, Renewals, and cross-functional teams to turn technical insights into commercial impact, reduce churn risk, and surface expansion opportunities. In your first year, you’ll be focused on establishing clear metrics for technical value, strengthening voice-of-the-customer feedback loops with Product and Engineering, and elevating the effectiveness and impact of the Customer Success Engineering team across a pooled book of business in the AMER region.

What you’ll do

• Lead a distributed team of Customer Success Engineers in the Americas to drive GitLab adoption and technical value realization across a pooled book of business.
• Develop and execute scalable technical enablement strategies and programs that help customers use GitLab for source code management, CI/CD, DevSecOps, and Agile planning.
• Drive creation of repeatable frameworks and systematic solutions that remove adoption barriers and support measurable customer business outcomes.
• Collaborate closely with Sales, Renewals, and Customer Success Managers to align technical enablement with commercial objectives, supporting retention and expansion across accounts.
• Use data and performance indicators to assess program effectiveness, identify adoption trends, and adjust technical initiatives for greater impact at scale.
• Mentor and coach team members to strengthen their DevSecOps expertise, customer engagement skills, and ability to translate technical capabilities into business value.
• Champion the voice of the customer by translating field insights and technical pain points into actionable feedback for Product, Engineering, and other cross-functional teams.
• Partner with internal stakeholders to ensure customer feedback, feature requests, and adoption insights inform roadmap priorities and improvements to the overall customer experience.

What you’ll bring

• Strong understanding of DevSecOps practices, with the ability to connect GitLab capabilities across source code management, CI/CD, security, and Agile planning to tangible business outcomes.