Public Sector Customer Success Manager

As a Customer Success Manager on our Public Sector team you’ll help U.S. government and public sector organizations realize meaningful business outcomes with the GitLab DevSecOps platform. You’ll turn pre-sales command plans into clear actionable objectives guide customers through their adoption journey and enable them on common Git CI/CD and DevSecOps best practices so they can deliver secure software more efficiently. Acting as a trusted liaison between your customers and GitLab Support Product Management Engineering Sales and Professional Services you’ll own a portfolio of accounts and focus on increasing adoption retention growth and overall satisfaction while staying current on GitLab product releases. This role is based in the United States public sector space and is best suited for a United States Person who is comfortable working cross-functionally managing complex projects and representing the voice of the customer across GitLab.

• 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.

• 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 a track record of driving satisfaction adoption and retention.
• Experience partnering with customers to connect technical capabilities to business outcomes and define measurable objectives.
• Understanding of Git and common branching strategies along with familiarity with the software development lifecycle and development pipelines.
• Knowledge of continuous integration continuous deployment and DevSecOps concepts and how customers apply them.
• Ability to manage a portfolio of customers of varying sizes in the public sector balancing priorities across multiple stakeholders.
• Strong verbal written presentation and organizational skills with the ability to explain technical topics in clear simple language.
• Demonstrated project management analytical and problem-solving skills with openness to learning and applying transferable skills in new situations.

The Customer Success Manager role sits within our Public Sector Customer Success team which partners with United States government and public sector organizations to help them realize ongoing value from the GitLab platform. We own the post-sales relationship driving adoption retention and growth by aligning GitLab capabilities to each customer’s mission enabling them on DevSecOps best practices and coordinating cross-functionally with Sales Support Product Management Engineering and Professional Services. Our team members work in an all-remote distributed environment and collaborate asynchronously across time zones using GitLab’s tools and processes to stay aligned while we tackle opportunities such as expanding use cases improving customer return on investment and simplifying engagement with the broader GitLab ecosystem.

What We Do

GitLab is an open core software company that develops the most comprehensive DevSecOps Platform used by more than 100000 organizations. Our mission makes it clear that we believe in a world where everyone can contribute. We make that possible at GitLab by running our operations on our product and staying aligned with our values. We strive to create a transparent environment where all team members around the world feel that their voices are heard and welcomed. We also aim to be a place where people can show up as their full selves each day and contribute their best.

Why Work With Us

We’ve got big ambitions to make GitLab the most comprehensive AI-powered DevSecOps platform and need skilled contributors to get us there. At GitLab your contributions shape the future of software development at a time when AI is changing the way software is built. Together we're building the most comprehensive AI-powered DevSecOps platform.

Gallery