Senior Customer Success Manager, DACH

📋 Description

• Develop and nurture a trusted advisor relationship with each assigned customer, prioritizing adoption, measurable outcomes, and long-term 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.

• Lead and engage in workshops aimed at helping customers understand and leverage the full value of the GitLab solution throughout their software development lifecycle.

• Measure 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 concise, actionable recommendations that encourage adoption and expansion of GitLab within customer environments.

• Establish and oversee regular touchpoints 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 facilitate issue resolution, share customer feedback, and align on customer success initiatives.

⛳️ Requirements

• Experience in a customer-facing role that emphasizes post-sales adoption, value realization, and advocacy.

• Exceptional communication skills in both German and English.

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

• Capacity to understand 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 tools.

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

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

• Demonstrated ability to build trusted advisor relationships, facilitate 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-oriented customer partnerships.

🏝️ Benefits

• Benefits 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.

• Home Office Support.