Customer Success Manager, Japan

## About the Role As a Customer Success Manager at Gitlab, you will play a pivotal role in driving the adoption and measurable outcomes of Gitlab's DevSecOps platform for a portfolio of customers in Japan. Your expertise will guide customers in leveraging the full potential of Gitlab, helping them achieve their software development lifecycle goals through workshops, Center of Excellence efforts, and strategic planning. This role is critical in ensuring customer satisfaction, retention, and the development of strong, strategic relationships.

The success of our customers is paramount, and as a Customer Success Manager, you will be at the forefront of this effort. Your day-to-day activities will involve collaborating closely with customers to understand their needs, challenges, and goals, and then connecting these with Gitlab's capabilities. You will lead workshops, provide expert guidance on deployment and operational best practices, and work closely with internal stakeholders such as Product Management, Engineering, Sales, and Professional Services to ensure a unified approach to customer success.

Gitlab's high-performance culture, built on the foundation of its values and continuous knowledge exchange, provides a dynamic and supportive environment for professional growth and innovation. As a Customer Success Manager, you will be part of a team that values collaboration, creativity, and the pursuit of excellence, with opportunities to contribute to and learn from industry leaders.

## 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 new features and releases, to provide insightful guidance to customers.
• Identify opportunities for growth and expansion within the customer base and work with the sales team to pursue these opportunities.

• Background in customer success, professional services, technical account management, or a similar field, with a proven track record of success.
• Strong understanding of software development lifecycle processes, including continuous integration, continuous deployment, and DevSecOps practices.
• Proficiency in Adjust and Excel, with the ability to analyze data, identify trends, and provide actionable insights.
• Excellent communication, interpersonal, and project management skills, with the ability to work effectively with cross-functional teams.
• Ability to travel occasionally for customer meetings and internal events, as required.
• Strong business acumen, with the ability to understand customer needs, challenges, and goals, and to develop strategic plans to address these.
• Experience working in a fast-paced, dynamic environment, with the ability to adapt to changing priorities and requirements.

• Knowledge of additional tools and technologies relevant to the DevSecOps space, such as continuous monitoring and security solutions.
• Certification in customer success, sales, or a related field, demonstrating a commitment to ongoing learning and professional development.
• Experience with data analysis and visualization tools, to provide deeper insights to customers and internal stakeholders.

• Opportunity to work with a leading DevSecOps platform, at the forefront of digital transformation.
• Collaborative, dynamic work environment that fosters innovation, creativity, and professional growth.
• Flexible, remote work arrangements, allowing for a better work-life balance.
• Access to comprehensive health insurance, retirement savings plans, and other benefits, supporting your well-being and financial security.
• Generous paid time off policy, including vacation days, sick leave, and holidays, to recharge and pursue your interests.
• Professional development opportunities, including training, mentorship, and conference attendance, to enhance your skills and knowledge.
• The chance to be part of a global team that values diversity, equity, and inclusion, and is committed to making a positive impact on the world.

- To stand out in your application, highlight specific examples of how you have driven adoption and measurable outcomes in previous customer-facing roles.

• Ensure your resume and cover letter are tailored to the Customer Success Manager role, emphasizing relevant experience, skills, and certifications.
• Prepare to discuss your understanding of the software development lifecycle, DevSecOps practices, and how you can apply this knowledge to drive customer success.
• Develop a portfolio or examples of your work, such as case studies or presentations, that demonstrate your ability to analyze customer needs and develop strategic plans.
• Practice your communication and interpersonal skills, as these are critical for success in this role, and be prepared to provide examples of how you have worked effectively with cross-functional teams in the past.
• Research Gitlab’s values, mission, and culture, and be prepared to discuss how your own values and approach to work align with these, demonstrating your enthusiasm for the company and the role.