Manager, Digital Success

GitLab

2mo ago

Job
Full-time
Senior & Expert Level
Customer Relations
Marketing
United Kingdom, +15
Remote
Quick Apply

AI generated summary

You need strong experience in Customer Success, data-driven strategy, project management, and content operations, plus excellent communication skills and familiarity with relevant tools.
You will lead a team to develop content strategies, execute programs, drive collaboration, measure effectiveness, design automated workflows, manage resources, and champion customer insights for engagement.

Requirements

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

Responsibilities

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

FAQs

What is the role of the Manager, Digital Success at GitLab?

The Manager, Digital Success at GitLab leads a team focused on enhancing customer experience and adoption through digital channels, while developing and implementing innovative strategies for scaling digital customer success operations.

What qualifications are needed for this position?

Candidates should have a proven track record of managing high-performing teams in Customer Success or related fields, with extensive experience in content operations, communication strategies, and digital customer engagement in SaaS. Familiarity with customer success platforms and data analytics tools is also required.

How does GitLab support employee health and well-being?

GitLab offers benefits to support employee health, finances, and overall well-being, including flexible PTO, parental leave, and home office support.

Is the work environment at GitLab remote?

Yes, GitLab operates in an all-remote, asynchronous work environment.

What is the salary range for the Manager, Digital Success role?

The salary range for this role is currently $107,100—$229,500 USD, depending on location, experience, and other factors.

What does the hiring process look like for this position?

The hiring process includes a screening call with global recruiters, followed by interviews with the Sr Director of Digital Success, a Customer Experience Strategy Lead, and the VP of Customer Success. Additional interviews may also be conducted before an offer is made.

How does GitLab promote diversity and inclusion in the hiring process?

GitLab is committed to being an equal opportunity workplace and encourages candidates from underrepresented groups to apply, even if they don't meet every single qualification.

What kind of team will the Manager, Digital Success lead?

The Manager will lead a diverse team of content strategists, customer communications specialists, program managers, and customer experience managers focused on digital-first engagement.

Will there be opportunities for growth and development within GitLab?

Yes, GitLab offers a growth and development budget to support employee learning and career advancement.

What tools and platforms should candidates be familiar with?

Candidates should have experience with customer success platforms, marketing automation tools, and data analytics tools such as Gainsight, Marketo, and Tableau.

GitLab

Build software faster. The DevSecOps Platform enables your entire org to collaborate around your code. We're hiring.

Technology

Industry

1001-5000

Employees

2014

Founded Year

Mission & Purpose

GitLab is a complete DevOps platform, delivered as a single application, fundamentally changing the way Development, Security, and Ops teams collaborate and build software. From idea to production, GitLab helps teams improve cycle time from weeks to minutes, reduce development costs and time to market while increasing developer productivity. We're the world's largest all-remote company with team members located in more than 65 countries. As part of the GitLab team, you can work from anywhere with good internet. You'll have the freedom to contribute when and where you do your best work.