Senior Customer Success Manager - India

About the Role

The success of Gitlab's customers is paramount, and as a Senior Customer Success Manager, you will be expected to deliver exceptional results. This will involve staying up-to-date with the latest trends and technologies in the DevSecOps space, as well as developing a deep understanding of Gitlab's platform and its applications. Your ability to communicate complex technical concepts in a clear and concise manner will be essential in this role.

Gitlab is committed to fostering a high-performance culture that values innovation, collaboration, and continuous learning. As a member of the Customer Success team, you will be expected to embody these values and contribute to the company's mission to transform the way software is developed and delivered.

What You Will Do

• Build and maintain trusted advisor relationships with a portfolio of customers, focusing on driving adoption, measurable outcomes, and long-term satisfaction with Gitlab.
• Provide expert deployment guidance, operational best practices, and establish a Gitlab Center of Excellence within customer organizations.
• 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 execute strategic plans to drive customer health, retention, and growth, leveraging data and insights to inform decision-making.

What We Are Looking For

• Experience in a customer-facing role focused on post-sales adoption, value realization, and advocacy, preferably in the tech industry.
• Background in customer success, professional services, or a related field, with a strong understanding of DevSecOps principles and practices.
• Excellent communication, interpersonal, and project management skills, with the ability to work effectively with cross-functional teams.
• Strong analytical and problem-solving skills, with experience in data analysis and interpretation.
• Ability to travel up to 20% of the time for customer meetings and industry events.
• Proficiency in Adjust and Excel, with experience in using data and analytics to drive decision-making.
• Strong business acumen, with a deep understanding of the tech industry and the challenges faced by Gitlab's customers.

Nice to Have

• Experience working with Gitlab or similar DevSecOps platforms.
• Certification in customer success or a related field, such as CSPO or CSM.
• Experience in leading workshops or training sessions, with a strong ability to communicate complex technical concepts.

Benefits and Perks

• Competitive salary and benefits package.
• Opportunity to work with a high-performance team and contribute to the company's mission.
• Flexible working hours and remote work options.
• Access to the latest technologies and tools, including Gitlab's DevSecOps platform.
• Professional development opportunities, including training and certification programs.
• Recognition and rewards for outstanding performance, including bonuses and stock options.
• Comprehensive health and wellness programs, including medical, dental, and vision coverage.
• Generous PTO and holiday policy, with paid time off for vacation, sick leave, and holidays.

• Develop a strong understanding of DevSecOps principles and practices, and be prepared to discuss your experience in this area.
• Highlight your ability to communicate complex technical concepts in a clear and concise manner, and provide examples of times when you have done so in previous roles.
• Emphasize your experience in data analysis and interpretation, and discuss how you have used data to drive decision-making in previous roles.
• Be prepared to discuss your approach to building and maintaining strong relationships with customers, and provide examples of times when you have done so in previous roles.
• Research Gitlab's company culture and values, and be prepared to discuss how your own values and approach to work align with those of the company.
• Practice your responses to common customer success interview questions, such as 'What is your approach to customer onboarding?' or 'How do you handle a difficult customer?'.