Customer Success Manager

Who you are

• Experience in a customer-facing role focused on post-sales adoption, value realization, and advocacy
• Background in customer success, professional services, technical account management, or a related function with direct customer engagement
• Ability to understand and discuss Git, common branching strategies, and how customers use version control in their workflows
• Knowledge of the software development lifecycle, including typical development pipelines and tooling
• Familiarity with continuous integration, continuous deployment, and DevSecOps concepts and practices
• Skill in translating product usage data and technical details into clear, actionable insights for both technical and executive stakeholders
• Proven ability to build trusted advisor relationships, facilitate workshops, and guide customers through best practices and operational change
• Openness to learning, with transferable skills from adjacent roles or industries that support collaborative, outcome-focused customer partnerships
• 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

What the job involves

• As a Customer Success Manager, you’ll help GitLab customers realize the full value of our DevSecOps platform by driving adoption, measurable outcomes, and long-term advocacy
• You’ll serve as a trusted advisor to a portfolio of customers, guiding them on Git, branching strategies, software development lifecycle, continuous integration, continuous deployment, and DevSecOps best practices
• In this role, you’ll connect customer goals with GitLab capabilities, lead workshops and Centers of Excellence efforts, and translate product usage data into clear, actionable recommendations for both customers and GitLab account teams
• You’ll collaborate closely with Product Management, Engineering, Sales, and Professional Services, with success in your first year measured by customer satisfaction, retention, and the strength of the strategic relationships you build
• Build and maintain a trusted advisor relationship with each assigned customer, focusing on adoption, measurable outcomes, and long-term satisfaction with GitLab
• Assist customers with expert deployment guidance, operational best practices, and establishing a GitLab Center of Excellence within their organization
• Lead and participate in workshops to help customers understand and use the full value of the GitLab solution across their software development lifecycle
• Measure and monitor customers’ progress against critical and key performance indicators, and share insights with GitLab account stakeholders and customer sponsors and executives
• Translate customer product usage data into clear, actionable recommendations that drive adoption and expansion of GitLab within customer environments
• Establish and manage regular touchpoints with customers in line with service level agreements to review strategic and technical objectives and adjust plans as needed
• Collaborate closely with Product Management, Engineering, Sales, and Professional Services to streamline issue resolution, share customer feedback, and align on customer success plans
• About the team:
• The Customer Success Management team at GitLab works with customers across regions to drive adoption of the GitLab DevSecOps platform, measure and communicate outcomes, and build long-term advocacy
• As a globally distributed, all-remote team, we collaborate asynchronously with Product Management, Engineering, Sales, Professional Services, and other groups to connect customer needs with GitLab’s product and services
• We focus on helping our customers establish GitLab best practices, including Centers of Excellence, and on turning usage data into actionable insights that support strategic and technical objectives

Benefits

• We offer benefits to manage your health, wealth, and well-being regardless of location
• Flexibility in schedule to be there for life’s important moments
• Equity compensation & Employee Stock Purchase Plan offered
• Generous Paid Time Off