We're hiring an Enterprise Customer Success Manager - Europe at Gitpod.
Reporting to our Head of Customer Experience, you'll build relationships with our customers and support them through onboarding, activation and usage, and renewals. This role will have significant influence on how we develop and enhance the way we partner with Gitpod customers.
Who we are
Five years ago, we set out to create a world where every software engineer is instantly ready-to-code. With over 1.5 million users, we are now the leading platform for standardized and automated development environments. In 2024, we quadrupled enterprise revenue, signed several seven-figure contracts with F500 companies, launched our AI-first product architecture and, most importantly, discovered our authentic rhythm. In 2025, we amp up our ambition.
We're a talent-dense group of people who transform how software is created, working to empower every company, every team, and every individual to succeed in a software-first world.
We care deeply, and for many of us, building Gitpod is our life's work.
This is the best time to join the company. We've found product-market-fit and are scaling with high intensity towards repeatable go-to-market fit. Our operating principles are an honest representation of how we build relationships and make decisions. We choose colleagues carefully based on merit and their authentic alignment with those principles. If this excites you, we would love for you to apply.
Role responsibilities
Everyone that joins Gitpod is responsible for enhancing our culture. We hold our operating principles as the standard that we drive towards. Joining Gitpod means you have ownership around forming our culture by living out these principles.
Our CSMs are responsible for end-to-end ownership over key accounts. You’ll ensure our customers get the most out of Gitpod throughout the entire partnership.
Partner with Sales to ensure a seamless handoffs, act as the epicenter of communication and help determine metrics for a successful onboarding.
Build and nurture relationships with champions and executives and understand the ins and outs of the customer, including the problems they are solving with Gitpod to drive adoption to 100% within 3-6 months through training and documentation.
Monitor and report on customer health (usage, retention, feedback) and strategize ways to continuously nurture accounts. Additionally, own consistent, formal reviews with key stakeholders to optimize for renewals and upsells.
Proactively invest in relationships through the above responsibilities to set up successful renewal conversations in collaboration with Sales. Drive renewals and expansion of accounts with data-driven insights to demonstrate ROI and value to the customer.
Sit at the intersection of most Gitpod functions and external vendors including Product and Engineering, Sales, Product Marketing, and partners like AWS and JetBrains with strong feedback loops.
About you
You work in alignment with our operating principles
Our operating principles are the DNA of Gitpod. We hold them high, evolve them as we evolve, and integrate them into everything we do. We expect everyone at Gitpod to actively use the principles as the playbook for how they show up and work.
You’re an activator
You embody true empowerment, proactivity, persuasiveness, agency and bias for action, decisiveness, curiosity, adaptability, and resilience. You are exceptional at getting stuff done in a way that enables everyone to win.
You’re always a step ahead
You’re the friend that plans the group trip. You initiate, consider the details, plan with precision, and anticipate unforeseen circumstances, all while ensuring people respond and engage on a tight timeline. You can manage multiple, in-depth customers accounts at the same time without missing a detail. You’re always on time, come prepared, don’t forget about things, do what you say you’ll do, and keep priorities organized to drive adoption and successful outcomes.
You’d win the Customer Satisfaction World Cup
You are fueled by seeing your customers succeed. You deeply understand and empathize with their pain points and find creative and efficient solutions for them to fully benefit from using Gitpod. You could write a playbook on this topic and it shows when it comes to their adoption, satisfaction, and renewal.
Additionally, we're looking for someone with most of the following:
High-growth, early stage experience
Significant contribution in going from 0 to 1
Your ability to experiment - examples of building something from nothing and propelling a Customer Experience or Sales team forward
Feedback and ideas you’ve presented and the outcomes of your suggestions
Implemented a scalable playbook
Customer-facing role for a highly technical, B2B product
Experience with developer tools
Analytical evaluation of the health of your accounts over time
Onboarding and adoption metrics (like CSAT, WAU2+)
Expansion and renewal metrics (like renewal rate, net dollar retention, and expansion ARR)
Proven ability to retain key accounts in regulated industries over 2+ years
Accounts with >$200k ARR in industries like finance, oil, gas, utilities, transportation, pharma, telco, etc.
Bonus: technical background in software engineering (worked as software engineer, computer science degree, coding schools)
We use these tools and expect you to have familiarity with most of them:
Hex
Accord
Zendesk
Pylon
Pitch
Benefits
Fully remote, flexible work day
Flexible paid time off including holidays that are most meaningful to you
Parental leave for all parents
Employee-friendly equity terms (extended exercise)
Health insurance (country-specific)
Retirement (country-specific)
Wellness allowance
Premium work-from-home equipment
Regular company off-sites
Interview process
We are fully remote and so is our hiring process. Contingent on schedules, we aim to complete the entire process in about 2 weeks. We are conscious of your time and are committed to being as efficient as possible.
Async interview - If we think we might be a mutual match, we’ll send you a set of questions to be completed async that allow us to get to know you and learn more about why Gitpod excites you. You’ll also have a chance to share about your strengths, experience, and demonstrate your ability to work asynchronously.
Sync interviews - You'll complete a series of interviews designed to thoroughly evaluate our mutual compatibility.
Head of people
Hiring manager
Project and panel presentation
CEO
References and background check - Before moving to an offer, we’ll set up video calls with 3 direct managers and/or senior leaders that can speak to your performance. Additionally, we will run a full background check (location dependent).
Gitpod provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.
