Customer Success Manager

This role is remote and candidates must be in Australia and must be a Citizen or a Permanent Resident.

We are currently hiring a Customer Success Manager for our Strategic team in ANZ. The Customer Success Management (CSM) team focuses on the themes of align enable and expand. We align with customers’ desired business outcomes enable them on their existing use cases and work with them to expand into additional use cases ensuring ongoing and ever-improving customer return-on-investment.

Additionally our team serves as liaisons between the customer and the GitLab ecosystem streamlining collaboration with Product Management Engineering Sales Professional Services and others. For more information please see the CSM handbook .

What you'll do

• Partner with our customers in taking what was established in the pre-sales command plan and turning the customers desired positive business outcomes into actionable objectives

• Know the GitLab platform our more common best practices and use cases in order to guide the customer

• Understand the customer journey and be able to guide them on future adoption

• Act as the GitLab liaison for GitLab questions issues or escalations. Collaborate with GitLab Support Product Management (i.e. roadmaps) or other teams as needed

• Own a book of assigned customers with a focus on increasing adoption ensuring retention and growth and overall customer satisfaction

• Remain knowledgeable and up-to-date on GitLab releases

What you'll bring

• Understanding of Git and typical branching strategies

• Knowledge of software development lifecycle and development pipeline

• Understanding of continuous integration continuous deployment DevSecOps

• Prior experience in Customer Success or equivalent history of increasing satisfaction adoption and retention

• Experience partnering with customers to define and achieve business outcomes

• Familiarity working with customers of sizes relevant to the assigned segment

• Exceptional verbal written organizational presentation and communications skills

• Project management experience & skills

• Strong technical analytic and problem-solving skills

• Alignment with our values and willingness to work in accordance with those values

• Willingness to travel if needed and comply with the company’s travel policy

How GitLab will support you

• Benefits to support your health finances and well-being

• All remote asynchronous work environment

• Unlimited PTO (paid time off)

• Team Member Resource Groups

• Equity Compensation & Employee Stock Purchase Plan

• Growth and development budget

• Parental leave

• Home office support

LI-YP1

Remote-Australia