Senior Customer Success Manager

An overview of this role

As a Customer Success Manager you’ll help GitLab customers turn their desired business outcomes into real measurable results on our DevSecOps platform. You partner with customers after the sale to align on objectives enable them on key GitLab use cases and guide their adoption journey so they get ongoing and increasing return on investment. You act as the primary GitLab liaison for your book of customers connecting them with Product Management Engineering Support Sales and Professional Services as needed while staying current on GitLab releases best practices and common workflows including Git CI/CD and DevSecOps. In this role you focus on driving adoption retention growth and overall satisfaction using your technical understanding of software development pipelines and your ability to build strong outcome-focused relationships.

What you’ll do

• Partner with customers to translate pre sales command plans and desired business outcomes into clear actionable objectives.

• Guide customers on how to use the GitLab platform best practices and common use cases to support adoption and value realization.

• Map and manage the customer journey helping customers plan for future adoption across additional use cases.

• Act as the primary GitLab liaison for your customers coordinating responses to questions issues and escalations.

• Collaborate with GitLab Support Product Management Sales Professional Services and other teams to address needs and share customer feedback.

• Own a book of business focused on driving product adoption customer retention growth and overall satisfaction.

• Stay current on GitLab releases and updates and proactively educate customers on relevant new capabilities and improvements.

What you’ll bring

• Experience working directly with customers to understand their goals and translate desired business outcomes into clear actionable objectives.

• Understanding of Git typical branching strategies and the software development lifecycle including continuous integration continuous deployment and DevSecOps practices.

• Ability to learn and explain the GitLab platform common best practices and use cases to guide customers through their adoption journey.

• Background in customer success or a related function with a focus on driving adoption retention satisfaction and account growth.

• Skill in managing a portfolio or book of customers prioritizing engagement and tracking progress against agreed outcomes.

• Strong verbal written presentation and organizational skills with the ability to communicate complex technical concepts in simple terms.

• Demonstrated analytical problem solving and project management skills with attention to detail and follow through.

• Alignment with GitLab’s values ability to work as a self-directed team player in an all-remote environment and openness to leveraging transferable experience from varied backgrounds.

About the team

The Customer Success Management team aligns GitLab customers’ business outcomes with the value of our AI powered DevSecOps platform by focusing on three core themes: align enable and expand. We serve as a central liaison between customers and the broader GitLab ecosystem collaborating closely with Product Management Engineering Sales Professional Services and Support to streamline communication and resolve issues. As a fully remote globally distributed team we work asynchronously across time zones using GitLab and our handbook as the single source of truth with a shared focus on driving adoption retention and expansion while continually improving customer return on investment. For more on how we work see the CSM Handbook.