Customer Success Manager
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Job Description
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Responsibilities:
- Build and maintain trusted advisor relationships with assigned customers across APJ, with a focus on adoption, measurable outcomes, and long-term satisfaction with GitLab.
- Help customers with deployment guidance, operational best practices, and establishing a GitLab Center of Excellence within their organization.
- Lead and participate in workshops that help customers understand and use the value of GitLab across their software development lifecycle.
- Measure and monitor customer progress against critical performance indicators, and share insights with GitLab account stakeholders as well as customer sponsors and executives.
- Turn customer product usage data into clear, actionable recommendations that support broader adoption and expansion of GitLab within customer environments.
- Establish and manage regular customer touchpoints in line with service expectations to review strategic and technical objectives and adjust plans as needed.
- Collaborate closely with Product Management, Engineering, Sales, and Professional Services to support issue resolution, share customer feedback, and align on customer success plans.
- Contribute regional insight from APJ customer engagements to help improve how GitLab supports customers across different markets, business needs, and stages of maturity.
Requirements:
- Experience in a customer-facing role focused on post-sales adoption, value realization, and customer 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 common development pipelines and tooling.
- Familiarity with continuous integration, continuous deployment, and DevSecOps concepts and practices.
- Skill in turning 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 in the APJ region.
- Must be based in Australia and have full working rights in Australia.
Benefits:
- Benefits to support your health, finances, and well-being
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental Leave
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