Customer Success Manager

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

📋 Description

• Develop and sustain a trusted advisory relationship with each designated customer, emphasizing adoption, measurable outcomes, and enduring satisfaction with GitLab.

• Provide customers with expert guidance on deployment, operational best practices, and the establishment of a GitLab Center of Excellence within their organization.

• Facilitate and engage in workshops to assist customers in comprehending and leveraging the full value of the GitLab solution throughout their software development lifecycle.

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

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

• Establish and oversee regular interactions with customers in accordance with service level agreements to review strategic and technical objectives and modify plans as necessary.

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

⛳️ Requirements

• Proven experience in a customer-facing role centered around post-sales adoption, value realization, and advocacy.

• Background in customer success, professional services, technical account management, or a similar function involving direct customer engagement.

• Capability to understand and discuss Git, popular branching strategies, and how customers implement version control within their workflows.

• Understanding of the software development lifecycle, including standard development pipelines and tools.

• Familiarity with continuous integration, continuous deployment, and DevSecOps principles and practices.

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

• Demonstrated ability to cultivate trusted advisor relationships, facilitate workshops, and guide customers through best practices and operational transformations.

• Willingness to learn, with transferable skills from adjacent roles or industries that enhance collaborative, outcome-driven customer partnerships.

🏝️ 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