Senior Customer Success Manager
Senior Customer Success Manager helping U.S. public sector organizations achieve outcomes with the GitLab DevSecOps platform. Translate pre-sales plans into objectives, drive adoption and retention, guide on Git/CI/CD/DevSecOps best practices, and act as primary liaison across internal teams.
About the job
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
Skills
Customer Success, Git, CI/CD, DevSecOps, Project Management, Git Workflows, Branching Strategies, Software Development Lifecycle, Continuous Integration, Continuous Deployment
Similar jobs
Customer Success jobs
DAT Freight & Analytics
Seattle, WA
Leads customer experience operations for fintech products, managing onshore and offshore teams, vendor performance, workforce planning, metrics, escalations, and automation. Requires 8+ years in support or service operations, people-management experience, and proficiency with CRM and support platforms.
Check
United States
Leads and develops a partner-facing Support team while personally resolving complex payroll, tax, and technical escalations. Requires 5+ years of client-facing experience, payroll or fintech knowledge, team leadership, operational metrics management, and strong investigative judgment.
Commure
Mountain View, CA
Owns long-term relationships, adoption, renewals, and outcomes for mid-market healthcare customers using an AI medical scribe product. Requires 5+ years in SaaS customer success or related services, healthcare workflow knowledge, technical proficiency, and strong stakeholder-management skills.
Fora
New York, NY
Owns complex flight-support escalations, service quality, SLAs, training, knowledge management, and operational improvements for travel advisors. Requires 5+ years of Sabre or GDS experience, strong customer-service and process-improvement skills, and NYC availability.
Rippling
New York, NYLeads Rippling’s Global EOR Implementation segment by scaling and developing distributed teams, improving onboarding processes and metrics, and partnering across Sales, Support, Product, and Engineering. Requires 8+ years leading Implementation or Customer Success teams.