Customer Success Manager

About the Role

The role involves collaborating with cross-functional teams, including Product Management, Engineering, Sales, and Professional Services, to streamline issue resolution and share customer feedback. Your success will be measured by customer satisfaction, retention, and the strength of the strategic relationships you build. With the increasing importance of AI in driving productivity, you will be expected to incorporate AI into your daily workflows to drive efficiency, innovation, and impact.

Gitlab's high-performance culture is driven by its values and continuous knowledge exchange, enabling team members to reach their full potential while collaborating with industry leaders to solve complex problems. As a Customer Success Manager, you will be an integral part of this culture, working towards building technology that transforms how the world develops software.

What You Will Do

• Build and maintain trusted advisor relationships with assigned customers, focusing on adoption, measurable outcomes, and long-term satisfaction with Gitlab.
• Assist customers with expert deployment guidance, operational best practices, and establishing a Gitlab Center of Excellence within their organization.
• Lead and participate in workshops to help customers understand and use the full value of the Gitlab solution across their software development lifecycle.
• Measure and monitor customers' progress against critical and key performance indicators, and share insights with Gitlab account stakeholders and customer sponsors and executives.
• Translate customer product usage data into clear, actionable recommendations that drive adoption and expansion of Gitlab within customer environments.
• Establish and manage regular touchpoints with customers in line with service level agreements to review strategic and technical objectives and adjust plans as needed.
• Collaborate closely with Product Management, Engineering, Sales, and Professional Services to streamline issue resolution, share customer feedback, and align on customer success plans.
• Develop and maintain a deep understanding of Gitlab's products and services, including its DevSecOps platform and AI-driven productivity tools.

What We Are Looking For

• Experience in a customer-facing role focused on post-sales adoption, value realization, and advocacy.
• Background in customer success, professional services, or a related field, with a strong understanding of software development lifecycle and DevSecOps principles.
• Strong communication and interpersonal skills, with the ability to build and maintain relationships with customers, stakeholders, and team members.
• Ability to navigate complex technical situations and provide expert guidance on Gitlab's products and services.
• Experience with data analysis and interpretation, with the ability to translate customer product usage data into actionable recommendations.
• Strong problem-solving skills, with the ability to think critically and creatively in a fast-paced environment.
• Ability to work independently and as part of a team, with a strong sense of ownership and accountability.
• Familiarity with AI-driven productivity tools and the ability to incorporate AI into daily workflows.

Nice to Have

• Experience with Adjust and Excel, or similar tools, with the ability to analyze and interpret data to inform customer success strategies.
• Knowledge of Gitlab's products and services, including its DevSecOps platform and AI-driven productivity tools.
• Experience working in a remote environment, with a strong ability to manage time and prioritize tasks effectively.
• Certification in customer success or a related field, with a strong understanding of industry best practices.

Benefits and Perks

• Competitive compensation package, with a focus on rewarding high-performance and innovation.
• Opportunities for professional growth and development, with a strong focus on continuous learning and knowledge exchange.
• Flexible working hours and remote work options, with a focus on work-life balance and employee well-being.
• Access to cutting-edge technology and tools, including Gitlab's DevSecOps platform and AI-driven productivity tools.
• Collaborative and dynamic work environment, with a strong sense of community and teamwork.
• Comprehensive benefits package, including health insurance, retirement planning, and paid time off.

• Develop a strong understanding of Gitlab's products and services, including its DevSecOps platform and AI-driven productivity tools, to demonstrate your expertise and value to potential employers.
• Highlight your experience in customer-facing roles, particularly in post-sales adoption, value realization, and advocacy, to showcase your ability to drive customer satisfaction and retention.
• Emphasize your ability to navigate complex technical situations and provide expert guidance on software development lifecycle and DevSecOps principles.
• Prepare examples of how you have incorporated AI into your daily workflows to drive efficiency, innovation, and impact, and be ready to discuss how you can apply this expertise in a Customer Success Manager role.
• Research Gitlab's values and culture, and be prepared to discuss how your skills and experience align with the company's mission and vision.
• Practice your communication and interpersonal skills, particularly in a remote work environment, to demonstrate your ability to build and maintain relationships with customers, stakeholders, and team members.