GitLab is an open-core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating human progress. Our platform unites teams and organizations, breaking down barriers and redefining what's possible in software development. Thanks to products like Duo Enterprise and Duo Agent Platform, customers get AI benefits at every stage of the SDLC.
The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.
An overview of this role
The Manager, Customer Success Engineer (CSE) - EMEA, reporting to the Director of Customer Success Engineers, leads a team of technical specialists who manage a pooled book of business focused on driving product adoption and value realization at scale across the EMEA region. This role combines deep DevSecOps expertise with strategic program development to help customers achieve measurable business outcomes through GitLab's technology.
What You’ll Do
- Technical Value Acceleration: Drive GitLab adoption and value realization across the EMEA customer base by developing scalable technical enablement strategies that reach customers at all levels. Focus on delivering measurable business outcomes through GitLab's technology while creating repeatable frameworks for customer technical success and implementing systematic solutions to adoption barriers.
- Team Leadership & Program Development: Lead and mentor a team of Customer Success Engineers across the EMEA region, fostering a culture of technical excellence and customer-focused problem solving. Develop and implement scalable technical enablement programs with established metrics to track effectiveness and maximize team impact across the customer base.
- Commercial Technical Partnership: Partner with Sales and Renewals teams to align technical enablement with commercial objectives, proactively identifying adoption trends that signal churn or growth opportunities. Leverage technical insights to mitigate contraction risks, secure renewals, and uncover expansion potential through systematic approaches. Develop scalable technical programs that strengthen the commercial relationship and drive revenue outcomes efficiently across multiple customers without requiring dedicated account assignments.
- Voice of the Customer Advocacy: Amplify customer needs and technical pain points throughout the organization by translating field insights into actionable intelligence for cross functional teams. Champion the customer perspective in internal forums and decision-making processes, ensuring technical adoption barriers and feature requests directly influence product roadmap priorities. Build strategic relationships with key stakeholders across departments to systematically elevate customer feedback and drive organizational changes that improve the overall customer experience.
What You’ll Bring
- Technical Expertise: Deep understanding of DevSecOps practices with ability to translate technical concepts into business value. Experience developing scalable enablement strategies, software development background, and comprehensive knowledge of GitLab use cases across SCM, CI/CD, DevSecOps, and Agile Planning.
- Strategic Program Development: Design and implement scalable customer success programs with proven track record of driving technical adoption across broad customer bases. Apply data-driven approaches to measure program effectiveness while creating repeatable frameworks that identify patterns and develop systematic solutions.
- Leadership & Communication: Lead technical teams with focus on customer outcomes through excellent communication skills that articulate complex concepts clearly. Demonstrate experience working with distributed teams across EMEA, strong stakeholder management capabilities, and ability to influence without direct authority.
- Performance Indicators: Drive success through measurable customer adoption rates, technical value realization, customer satisfaction and team effectiveness in delivering outcomes at scale. Focus on business impact of technical initiatives and customer retention/expansion metrics related to technical adoption.
How GitLab will support you
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.
