Customer Success Manager

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

📋 Description

• Provide guidance to GitLab's most significant and intricate customers regarding architectural strategy while aligning the DevSecOps platform with their business objectives.

• Transform pre-sales command plans into actionable success strategies and navigate customers throughout their journey.

• Foster hands-on enablement, adoption, utilization, maturity, retention, growth, and overall customer satisfaction.

• Manage a portfolio of customers, acting as the primary GitLab contact for inquiries and escalations.

• Collaborate with Product Management, Engineering, Sales, Professional Services, and Support teams.

• Lead Accelerator initiatives from initial discovery through to measurement, establishing outcomes, baselines, milestones, collaboration backlogs, and documented results.

• Advise customers on GitLab, best practices in DevSecOps, Git workflows, CI/CD, and adoption trends.

• Create and sustain Customer Success Plans, objectives, KPIs, and progress tracking systems.

• Design and execute technical enablement programs, discovery workshops, tailored workshops, and asynchronous guidance.

• Manage account escalations, provide technical context, follow-up actions, customer communications, and define exit criteria.

• Assess GitLab usage, adoption, and maturity indicators to pinpoint risks and suggest necessary interventions.

• Report to a Senior Manager within the North America Customer Success division.

⛳️ Requirements

• Strong understanding of Git, common branching strategies, and contemporary software development lifecycles.

• Working knowledge of continuous integration, continuous deployment, and DevSecOps methodologies.

• Proven experience guiding customers in making technical or architectural choices within complex enterprise settings.

• Experience in facilitating technical workshops, enablement programs, and structured customer adoption strategies.

• Skilled in collaborating with customers to define business outcomes and converting them into actionable success plans, key objectives, and metrics.

• Background in customer success, post-sales, or professional services roles focusing on adoption, retention, and satisfaction.

• Capacity to manage a customer portfolio, including resolving escalations and coordinating efforts across Support, Product Management, Sales, and Professional Services.

• Excellent communication, presentation, and organizational abilities, with a keen eye for detail and analytical thinking.

• Experience in planning and overseeing projects or initiatives in technical environments, including assessing training and enablement needs.

• Alignment with GitLab’s core values and a desire to leverage transferable skills from relevant roles or industries.

• Willingness to travel as necessary in accordance with company policies.

• Team members are encouraged to integrate AI into their daily workflows.

🏝️ Benefits

• Comprehensive benefits to support your health, finances, and overall well-being.

• Flexible Paid Time Off options.

• Access to Team Member Resource Groups.

• Equity Compensation and Employee Stock Purchase Plan.

• Growth and Development Fund.

• Parental Leave.