GitLab is hiring a
Customer Success Manager

Summary

The job description is for a Customer Success Management (CSM) role at GitLab, an all-remote company. The CSM team focuses on aligning, enabling, and expanding customer relationships. The role involves partnering with customers to achieve their business objectives, understanding the GitLab platform, and acting as a liaison between the customer and various GitLab teams.

Requirements

• Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions
• Understanding of Git and typical branching strategies
• Knowledge of software development lifecycle and development pipeline
• Understanding of continuous integration, continuous deployment, DevSecOps
• Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention
• Experience partnering with customers to define and achieve business outcomes
• Familiarity working with customers of sizes relevant to the assigned segment
• Exceptional verbal, written, organizational, presentation, and communications skills
• Detailed oriented and analytical
• Strong team player but self-starter
• Project management experience & skills
• Alignment with our values , and willingness to work in accordance with those values

Responsibilities

• Partner with our customers in taking what was established in the pre-sales command plan, and turning the customers desired positive business outcomes into actionable objectives
• Know the GitLab platform, our more common best practices, and use cases in order to guide the customer
• Understand the customer journey and be able to guide them on future adoption
• Act as the GitLab liaison for GitLab questions, issues, or escalations. Collaborate with GitLab Support, Product Management (i.e., roadmaps), or other teams as needed
• Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction
• Remain knowledgeable and up-to-date on GitLab releases

Preferred Qualifications

Willingness to travel if needed and comply with the company’s travel policy

Benefits

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