Manager, Digital Success

We are hiring a Manager, Digital Success for our North America team. 

As a Manager, Digital Success at GitLab, you will lead and inspire a team of Digital Success Managers while driving strategic initiatives to enhance customer experience and adoption through digital channels. In this role, you'll be responsible for developing and implementing innovative strategies that scale our digital customer success operations, working cross-functionally to align these initiatives with GitLab's broader objectives. Your mission is to build and mentor a high-performing team while establishing scalable processes that drive customer adoption, retention, and growth through digital-first approaches.

What you'll do

• Lead a diverse team of content strategists, customer communications specialists, program managers, and customer experience managers focused on digital-first engagement
• Develop integrated content and communication strategies that drive customer adoption across the tech touch segment
• Create and execute scalable programs that blend strategic content, targeted communications, and digital experiences
• Drive cross-functional collaboration between content, communications, product, and technical teams
• Implement data-driven approaches to measure content effectiveness, program success, and customer engagement
• Design and oversee automated customer journey workflows that combine strategic content and communications
• Establish content governance frameworks and communication standards across digital touchpoints
• Manage resource allocation and budget planning across content development and program implementation
• Champion voice of customer insights to inform content strategy and program development
• Foster a collaborative environment that encourages innovation and continuous improvement

What you'll bring

• Proven track record of managing and developing high-performing of content strategist, customer communications, or digital customer success teams
• Extensive experience in Customer Success or related field, with deep understanding of content operations, communication strategies, and digital customer engagement in SaaS
• Demonstrated ability to use data and customer insights to inform strategy, optimize workflows, and drive positive outcomes
• Experience developing and executing programmatic approaches to customer success at scale
• Familiarity with customer success platforms, marketing automation tools, and data analytics (e.g., Gainsight, Marketo, Tableau)
• Excellent project management and organizational skills, with the ability to juggle multiple initiatives in a fast-paced environment
• Strong communication and interpersonal skills, with the capacity to engage and influence stakeholders across departments
• Strong editorial judgment and understanding of brand voice and customer communication best practices
• Alignment with GitLab’s core values and a passion for working in an all-remote, transparent, and inclusive environment

How GitLab will support you

• Benefits to support your health, finances, and well-being
• All remote, asynchronous work environment
• Flexible PTO (paid time off)
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and development budget 
• Parental leave
• Home office support

Hiring process

• Selected candidates will be invited to schedule a screening call with our Global Recruiters.
• Next, candidates will be invited to schedule a first interview with the Sr Director of Digital Success. 
• Candidates may be invited to schedule an interview with a Customer Experience Strategy Lead.
• Then, candidates will meet with the VP of Customer Success. 
• Candidates may be invited to additional interviews.
• Successful candidates will be made an offer after references are verified.

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.