Customer Success Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Develop and sustain trusted advisor relationships with designated customers throughout the APJ region, emphasizing adoption, measurable outcomes, and sustained satisfaction with GitLab.

• Assist customers by providing deployment guidance, sharing operational best practices, and helping to establish a GitLab Center of Excellence within their organization.

• Facilitate and engage in workshops that enable customers to comprehend and leverage the value of GitLab throughout their software development lifecycle.

• Assess and track customer progress against key performance indicators, sharing insights with GitLab account stakeholders as well as customer sponsors and executives.

• Convert customer product usage data into clear, actionable recommendations that promote broader adoption and expansion of GitLab within customer environments.

• Create and oversee regular customer touchpoints in accordance with service expectations to review strategic and technical objectives and modify plans as required.

• Work closely with Product Management, Engineering, Sales, and Professional Services to facilitate issue resolution, convey customer feedback, and align on customer success strategies.

• Provide regional insights from APJ customer engagements to enhance how GitLab serves customers across various markets, business needs, and maturity stages.

⛳️ 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 involving direct customer engagement.

• Ability to comprehend and discuss Git, common branching strategies, and how customers implement version control in their workflows.

• Familiarity with the software development lifecycle, including typical development pipelines and tooling.

• Knowledge of continuous integration, continuous deployment, and DevSecOps concepts and practices.

• Proficiency in translating product usage data and technical details into clear, actionable insights for both technical and executive stakeholders.

• Proven capability to build trusted advisor relationships, conduct workshops, and guide customers through best practices and operational changes.

• Willingness to learn, with transferable skills from related roles or industries that foster collaborative, outcome-driven customer partnerships in the APJ region.

• Must reside in Australia and possess full working rights in the country.

🏝️ Benefits

• Benefits designed to support your health, finances, and overall well-being.

• Flexible Paid Time Off.

• Team Member Resource Groups.

• Equity Compensation & Employee Stock Purchase Plan.

• Growth and Development Fund.

• Parental Leave.