Customer Success Manager, EMEA

About the Role

Given the complexity of DevSecOps and the rapidly evolving technology landscape, this role requires not only a deep understanding of software development pipelines and DevSecOps practices but also the ability to communicate technical concepts clearly and build strong, outcome-focused relationships with clients. Your success will be measured by your ability to drive adoption, retention, and overall customer satisfaction, making this a challenging yet rewarding role for those who are passionate about technology, customer success, and continuous learning.

Gitlab is a company that values innovation, efficiency, and collaboration. As part of the team, you will be expected to embody these values, incorporating AI and other technologies into your workflow to drive efficiency and impact. The company's high-performance culture is driven by a set of well-defined values and a continuous exchange of knowledge, providing an environment where team members can reach their full potential while solving complex problems alongside industry leaders.

What You Will Do

• Partner with customers to translate their desired business outcomes into clear, actionable objectives.
• Guide customers on how to use the Gitlab platform effectively, including best practices and common use cases to support adoption and value realization.
• Develop and manage customer success plans tailored to each customer's unique needs and goals.
• Act as the primary Gitlab liaison for your customers, addressing questions, issues, and escalations in a timely and professional manner.
• Collaborate with internal teams such as Support, Product Management, Sales, and Professional Services to ensure a cohesive and customer-centric approach.
• Own a book of business focused on driving product adoption, customer retention, growth, and overall satisfaction.
• Stay current with Gitlab releases and updates, proactively educating customers on new capabilities and improvements that can benefit their business.
• Analyze customer data and feedback to identify trends, opportunities, and areas for improvement, and develop strategies to address these findings.
• Develop and maintain a deep understanding of the Gitlab platform, including its features, applications, and limitations.

What We Are Looking For

• Experience working directly with customers to understand their goals and develop strategies to achieve desired outcomes.
• Understanding of software development pipelines, including continuous integration, continuous deployment, and DevSecOps practices.
• Ability to learn and communicate the value of the Gitlab platform, including its best practices and common use cases.
• Strong technical skills, with the ability to understand and articulate complex technical concepts to both technical and non-technical stakeholders.
• Experience in a customer-facing role, preferably in a SaaS or technology company, with a proven track record of driving customer satisfaction and retention.
• Excellent communication, interpersonal, and project management skills.
• Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously.
• Experience with CRM software and other customer success tools.

Nice to Have

• Prior experience with Gitlab or similar DevSecOps platforms.
• Knowledge of agile development methodologies and version control systems such as Git.
• Experience in a role that involves significant customer interaction, such as sales, consulting, or customer success.
• Certification in customer success or a related field.
• Experience working in a remote environment, with the ability to self-manage and work independently.

Benefits and Perks

• Competitive salary and benefits package.
• Opportunity to work with a leading DevSecOps platform and contribute to the company's mission to transform how software is developed.
• Collaborative and dynamic work environment with a team of experienced professionals.
• Professional development opportunities, including training, conferences, and workshops.
• Flexible working hours and remote work arrangements, allowing for a healthy work-life balance.
• Access to the latest technologies and tools, including Gitlab's own platform for personal projects.
• Recognition and reward for outstanding performance, including bonuses and stock options.
• Comprehensive health insurance and wellness programs.
• Generous parental leave policy and family support benefits.
• Annual stipend for professional development and education.

• Develop a strong understanding of DevSecOps principles and practices, including continuous integration, continuous deployment, and security testing.
• Build a portfolio that demonstrates your ability to drive customer success and adoption in a technical context, including case studies or testimonials from previous clients.
• Highlight any experience you have with AI or machine learning tools, as these are increasingly important in the customer success field.
• Prepare to discuss specific scenarios or challenges you've faced in previous roles, and how you overcame them to achieve customer satisfaction and retention goals.
• Be ready to ask informed questions about the company's approach to customer success, its technology stack, and how the role contributes to the overall business strategy.
• Negotiate your salary based on your research of the market rate for customer success managers in the tech industry, and consider factors such as location, experience, and specific skills.
• Watch for red flags such as high customer churn rates, lack of investment in customer success tools and training, or unrealistic expectations for customer growth and retention.