Mid-Touch Manager, Technical Account Managers (US)


  • Full Time

GitLab's DevOps platform empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the world’s largest all-remote companies with 1,400+ team members and values that guide a culture where people embrace the belief that everyone can contribute.

The Mid-Touch team is a new team being created at GitLab, and we are looking for an entrepreneurial-minded leader who can come and build the strategy, framework and processes required to quickly build and scale this global team. 


  1. Building the Mid-Touch Team & Programs:

    • Possess a deep understanding for creating customer value to deliver scalable customer engagements that help customers derive ongoing value from their investment with GitLab
    • Manage and provide input into iteration upon the customer journey, including onboarding, adoption, retention, and expansion with an emphasis on defining and demonstrating value programmatically to ultimately grow net revenue retention
    • Take a data-driven approach to driving value across the customer segment, ensuring time and attention is prioritized to ensure the greatest positive impact
    • Proactively identify and prioritize accounts to focus efforts within a defined territory as based on point in lifecycle (e.g. onboarding) perceived risk, potential growth, strategic value, and renewal timeframe
    • Work cross-functionally with multiple teams (CS ops, content, programs, marketing, product) to develop thoughtful and innovative approaches to driving success with customers at scale
    • Identify key areas of enablement need across the customer segment and partner closely with the high-touch and scale TAMs to create content and webinars to address these needs
    • Analyze industry best practices, trends and performance metrics to shape customer engagement strategies and accelerate results
  2. As a GitLab Manager: 

    • Mentor and enable the team to exceed company growth and retention forecasts
    • Work with the Customer Success leadership to help establish and manage goals and responsibilities for TAMs
    • Manage a team of highly motivated, customer-focused TAMs to manage the overall health and care of accounts (e.g., onboarding customers, adoption, risk mitigation and successful renewals)
    • Ensure the TAMs exceed Gitlab expectations in core knowledge, communication, and execution
    • Challenge the team and yourself to learn and grow as trusted advisors to customers continually
    • Provide leadership and guidance to coach, motivate and lead the team members to their optimum performance levels and career development, providing timely feedback and development assistance
    • Manage resource assignments and staffing levels, including recruitment as needed
    • Identify and implement improvements to the processes and tools used
    • Develop senior-level relationships with customers
    • Partner with other team leaders to ensure the customer is supported in times of escalation
    • Develop strong relationships with Engineering and Product to ensure cohesion and shared understanding of goals, initiatives
    • Oversee initiatives set forth in OKRs
    • Work together with the other managers to execute strategies and vision with the Director
    • Represent Gitlab leadership and reflect our Gitlab values in internal and external interactions


  • Proven track record in software/technology sales or consulting
  • Proven experience leading teams, driving software adoption, and building and scaling customer success management practices
  • Experience with software development lifecycle processes and tools as well as agile and/or DevOps practices is a plus
  • Proven ability to develop strategies, translate them into initiatives and track successful delivery
  • Demonstrated ability to lead and successfully manage global, distributed teams across cultures, lines of business, and geographies
  • Possession of a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
  • Demonstration of operational excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning
  • Ability to collaborate across the organization and with external stakeholders
  • Experience successfully working with senior (C-level) executives
  • Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
  • Comfortable giving and receiving positive and constructive feedback
  • Ability to connect technology with measurable business value
  • Strategic thinking about business, products, and technical challenges

For Colorado residents: The base salary range for this role’s listed level is currently $81,000.00 – $144,000.00 for Colorado residents only. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary. Disclosure as required by the Colorado Equal Pay for >Equal Work Act, C.R.S. § 8-5-101 et seq.


Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.  

Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.

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