Manager, Customer Success Engineer, EMEA
GitLab
Job Overview
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Job Description
Overview of the Manager, Customer Success Engineer, EMEA Role at GitLab
As the Manager, Customer Success Engineer, EMEA, you will lead a team of technical specialists focused on driving GitLab adoption and value realization at scale across the EMEA region. This role involves designing and implementing scalable technical enablement programs that empower customers to unlock business outcomes from GitLab’s diverse capabilities, including source code management, CI/CD, DevSecOps, and Agile planning. You will be responsible for building repeatable frameworks to overcome adoption barriers. Reporting to the Senior Director of Customer Success Managers, you will combine deep DevSecOps expertise with strategic program development, collaborating closely with Sales, Renewals, and cross-functional teams to translate technical insights into commercial impact, mitigate churn risk, and identify expansion opportunities. In your initial year, key objectives will include establishing clear metrics for technical value, enhancing voice-of-the-customer feedback loops with Product and Engineering, and elevating the overall effectiveness and impact of the Customer Success Engineering team within a pooled book of business in EMEA.
What You'll Do
- Lead a distributed team of Customer Success Engineers across EMEA, focusing on driving GitLab adoption and technical value realization for a pooled customer base.
- Develop and execute scalable technical enablement strategies and programs to help customers effectively leverage GitLab for source code management, CI/CD, DevSecOps, and Agile planning.
- Drive the creation of repeatable frameworks and systematic solutions to address and remove customer adoption barriers, ensuring measurable business outcomes.
- Collaborate closely with Sales, Renewals, and Customer Success Managers to align technical enablement efforts with commercial objectives, supporting customer retention and expansion.
- Utilize data and performance indicators to evaluate program effectiveness, identify adoption trends, and continuously refine technical initiatives for greater impact at scale.
- Mentor and coach team members to enhance their DevSecOps expertise, refine customer engagement skills, and improve their ability to articulate technical capabilities in terms of business value.
- Act as a champion for the voice of the customer, translating field insights and technical pain points into actionable feedback for Product, Engineering, and other cross-functional teams.
- Partner with internal stakeholders to ensure that customer feedback, feature requests, and adoption insights actively inform roadmap priorities and contribute to overall improvements in the customer experience.
What You'll Bring
- A strong understanding of DevSecOps practices, with a demonstrated ability to connect GitLab's capabilities across source code management, CI/CD, security, and Agile planning to tangible business outcomes.
- Proven experience in leading and developing technical teams within a distributed, remote environment, with a consistent focus on achieving customer outcomes and scalable impact.
- A background in software development or engineering, enabling you to confidently guide technical conversations, remove adoption obstacles, and design effective enablement paths.
- Experience in designing and implementing scalable customer success or technical enablement programs, utilizing data to measure impact and iterate on approaches.
- The ability to translate complex technical concepts into clear, outcome-focused messaging suitable for both technical and non-technical stakeholders.
- Demonstrated skill in collaborating effectively with Sales, Renewals, and other cross-functional teams to align technical adoption work with broader commercial objectives.
- Comfort with leveraging customer insights and feedback to influence internal priorities, including decisions related to product development, processes, and programs.
- An openness to diverse backgrounds and transferable skills, coupled with a growth mindset towards continuous learning of GitLab’s platform and evolving DevSecOps practices.
Key skills/competency
- DevSecOps Expertise
- Customer Success Leadership
- Technical Enablement
- Remote Team Management
- CI/CD
- Source Code Management
- Agile Planning
- Stakeholder Collaboration
- Data-Driven Program Management
- Value Realization
How to Get Hired at GitLab
- Research GitLab's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor. Understand their remote-first, handbook-first approach.
- Tailor your resume for DevSecOps: Customize your resume to highlight experience in DevSecOps, CI/CD, SCM, and Agile planning, aligning with the Manager, Customer Success Engineer role's requirements. Quantify your impact on customer adoption and value realization.
- Showcase remote leadership skills: Emphasize your experience leading distributed technical teams, demonstrating communication, collaboration, and program management skills crucial for GitLab's remote environment.
- Prepare for technical and behavioral interviews: Be ready to discuss your DevSecOps expertise, customer enablement strategies, and how you've translated technical insights into business outcomes. Articulate your coaching and mentoring philosophy.
- Understand the Customer Success Engineer Manager impact: Demonstrate how you would drive scalable technical enablement, foster cross-functional alignment, and champion the voice of the customer to influence product development at GitLab.
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