Public Sector Customer Success Manager

## About the Role As a Public Sector Customer Success Manager at Gitlab, you will play a critical role in helping government agencies and public sector organizations achieve their goals through the effective use of the Gitlab DevSecOps platform. This will involve working closely with customers to understand their needs, developing tailored success plans, and providing ongoing support and guidance to ensure they get the most out of the platform. You will be responsible for managing a portfolio of accounts, building strong relationships with key stakeholders, and identifying opportunities to expand the use of Gitlab within these organizations. The public sector team at Gitlab is dedicated to helping government agencies navigate the complex world of DevSecOps, and this role is a key part of that effort. You will be working closely with a talented team of professionals who are passionate about delivering exceptional customer experiences and driving business outcomes. As a customer success manager, you will be the primary point of contact for your customers, and will be responsible for ensuring that their needs are met and that they are able to achieve their goals. Gitlab is committed to creating a high-performance culture that is driven by its values and continuous knowledge exchange. The company believes in embracing AI as a core productivity multiplier, and expects all team members to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. As a member of the public sector team, you will be expected to embody these values and to leverage AI and other tools to deliver exceptional customer experiences. ## What You Will Do - Partner with Public Sector customers to translate pre-sales command plans and desired business outcomes into clear, actionable objectives.

• Guide customers on how to use the Gitlab platform effectively, drawing on common best practices, DevSecOps principles, and typical Git workflows and branching strategies.
• Map and manage the customer journey, and coach customers on how to adopt new Gitlab use cases over time.
• Act as the primary Gitlab liaison for your customers, coordinating responses to questions, issues, and escalations by working closely with Support, Product Management, Sales, Professional Services, and other teams.
• Own a defined book of business with responsibility for driving adoption, retention, expansion, and overall customer satisfaction.
• Stay current on Gitlab releases and help customers understand and apply new features to their environments and use cases.
• Use project management skills to plan, track, and deliver customer enablement and success initiatives across multiple stakeholders.
• Develop and maintain a deep understanding of the Gitlab platform and its capabilities, as well as the needs and challenges of public sector customers.
• Collaborate with cross-functional teams to identify and prioritize customer needs, and to develop solutions that meet those needs.

## What We Are Looking For - Eligibility as a United States Person (U.S. citizen, lawful permanent resident, refugee, or asylee), in line with government requirements for this role.

• Background in Customer Success or a similar customer-facing role, with experience working with government agencies or public sector organizations.
• Strong understanding of DevSecOps principles and practices, as well as experience with Git and other version control systems.
• Excellent communication and project management skills, with the ability to work effectively with multiple stakeholders.
• Ability to think strategically and to develop creative solutions to complex problems.
• Strong analytical and problem-solving skills, with the ability to analyze data and develop insights that inform customer success strategies.
• Experience working in a fast-paced, dynamic environment, with the ability to adapt quickly to changing circumstances.

## Nice to Have - Experience working with AI and machine learning tools, and a strong understanding of how these technologies can be leveraged to drive customer success.

• Familiarity with the Gitlab platform and its capabilities, as well as experience working with similar DevSecOps tools.
• Strong understanding of the public sector landscape, including the challenges and opportunities faced by government agencies and other public sector organizations.
• Experience working in a remote or distributed team environment, with the ability to work effectively with colleagues and customers in multiple locations.

## Benefits and Perks - Competitive salary and benefits package, with opportunities for professional growth and development.

• The opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences.
• A dynamic and supportive work environment that encourages innovation and creativity.
• Flexible working arrangements, including the option to work remotely and to set your own schedule.
• Access to a wide range of training and development opportunities, including workshops, conferences, and online courses.
• The chance to work with a wide range of customers and to help them achieve their goals through the effective use of the Gitlab platform.

- Tip: Be prepared to talk about your experience working with government agencies or public sector organizations, and to provide specific examples of how you have helped these customers achieve their goals.

• To stand out as a candidate, be sure to highlight your understanding of DevSecOps principles and practices, as well as your experience working with Git and other version control systems.
• When applying for this role, be sure to tailor your resume and cover letter to the specific requirements of the job, and to highlight your relevant skills and experience.
• In the interview, be prepared to talk about your approach to customer success, and to provide examples of how you have developed and implemented successful customer success strategies in the past.
• When negotiating salary, be sure to do your research and to have a clear understanding of the market rate for this role.
• Finally, be sure to ask questions during the interview process, such as what a typical day looks like in this role, and what opportunities there are for professional growth and development.