Senior Customer Success Manager

What You’ll Do

• 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.

What You’ll Bring

• 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.

How GitLab will support you

• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental leave
• Home office support