Senior Customer Success Manager
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Job Description
Customer Success Manager facilitating adoption and satisfaction on GitLab's DevSecOps platform. Partnering with customers to achieve desired business results post-sale.
Responsibilities:
- Partner with customers to translate pre sales command plans and desired business outcomes into clear, actionable objectives.
- Guide customers on how to use the GitLab platform, best practices, and common use cases to support adoption and value realization.
- Map and manage the customer journey, helping customers plan for future adoption across additional use cases.
- Act as the primary GitLab liaison for your customers, coordinating responses to questions, issues, and escalations.
- Collaborate with GitLab Support, Product Management, Sales, Professional Services, and other teams to address needs and share customer feedback.
- Own a book of business focused on driving product adoption, customer retention, growth, and overall satisfaction.
- Stay current on GitLab releases and updates, and proactively educate customers on relevant new capabilities and improvements.
Requirements:
- Experience working directly with customers to understand their goals and translate desired business outcomes into clear, actionable objectives.
- Understanding of Git, typical branching strategies, and the software development lifecycle, including continuous integration, continuous deployment, and DevSecOps practices.
- Ability to learn and explain the GitLab platform, common best practices, and use cases to guide customers through their adoption journey.
- Background in customer success or a related function with a focus on driving adoption, retention, satisfaction, and account growth.
- Skill in managing a portfolio or book of customers, prioritizing engagement, and tracking progress against agreed outcomes.
- Strong verbal, written, presentation, and organizational skills, with the ability to communicate complex technical concepts in simple terms.
- Demonstrated analytical, problem solving, and project management skills, with attention to detail and follow through.
- Alignment with GitLab’s values, ability to work as a self-directed team player in an all-remote environment, and openness to leveraging transferable experience from varied backgrounds.
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
- Home office support
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