Senior Customer Success Manager, DACH

About the Role

The Senior Customer Success Manager role is a key part of Gitlab's customer success team, responsible for ensuring customers realize the full value of the DevSecOps platform. You'll work closely with cross-functional teams, including Product Management, Engineering, Sales, and Professional Services, to drive customer success and identify opportunities for growth.

Gitlab is a leader in the DevSecOps platform market, with over 50 million registered users and more than 50% of the Fortune 100 trusting the company to ship better, more secure software faster. As a Senior Customer Success Manager, you'll have the opportunity to work with a wide range of customers, from small startups to large enterprises, and help them achieve their goals.

What You Will Do

• Build and maintain a trusted advisor relationship with each assigned customer, 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 DevSecOps, continuous integration, and continuous deployment.
• Identify opportunities for upsell and cross-sell, and work with the sales team to develop and execute sales strategies.

What We Are Looking For

• Experience in a customer-facing role focused on post-sales adoption, value realization, and advocacy.
• Excellent communication skills in English, with the ability to communicate complex technical concepts to non-technical stakeholders.
• Strong understanding of DevSecOps, continuous integration, and continuous deployment, with experience in a related field.
• Proficiency in tools like Adjust and Excel, with the ability to analyze data and develop insights.
• Experience working with large enterprises, with a strong understanding of their needs and challenges.
• Strong problem-solving skills, with the ability to think critically and develop creative solutions.
• Experience working in a fast-paced, dynamic environment, with a strong ability to prioritize tasks and manage time effectively.
• Strong collaboration and teamwork skills, with the ability to work effectively with cross-functional teams.
• Experience with customer success platforms, with a strong understanding of customer success metrics and KPIs.

Nice to Have

• Experience working with Gitlab or similar DevSecOps platforms.
• Certification in a related field, such as customer success or DevSecOps.
• Experience with data analysis and visualization tools, such as Tableau or Power BI.
• Strong understanding of agile development methodologies, with experience working in an agile environment.

Benefits and Perks

• Competitive salary and equity package.
• Opportunity to work with a leader in the DevSecOps platform market.
• Collaborative and dynamic work environment, with a strong focus on teamwork and innovation.
• Flexible working hours and remote work options, with a strong emphasis on work-life balance.
• Professional development opportunities, including training and certification programs.
• Access to the latest tools and technologies, including Gitlab's DevSecOps platform.
• Comprehensive health and wellness program, including medical, dental, and vision coverage.
• Generous PTO and holiday package, with a strong emphasis on taking time off to recharge.

• Develop a strong understanding of DevSecOps, continuous integration, and continuous deployment, and be prepared to communicate complex technical concepts to non-technical stakeholders.
• Focus on building strong relationships with customers, and be prepared to provide expert deployment guidance and operational best practices.
• Use tools like Adjust and Excel to analyze data and develop insights, and be prepared to present findings to customers and stakeholders.
• Be prepared to work in a fast-paced, dynamic environment, and prioritize tasks and manage time effectively.
• Develop a strong understanding of customer success metrics and KPIs, and be prepared to measure and monitor customer progress.
• Be prepared to collaborate with cross-functional teams, including Product Management, Engineering, Sales, and Professional Services.
• Develop a strong portfolio of customer success stories and case studies, and be prepared to present them to customers and stakeholders.