Customer Success Manager

What you’ll do

• Build and maintain a trusted advisor relationship with each assigned customer, focusing on adoption, measurable outcomes, and long-term satisfaction with GitLab.
• Assist customers with expert deployment guidance, operational best practices, and establishing a GitLab Center of Excellence within their organization.
• Lead and participate in workshops to help customers understand and use the full value of the GitLab solution across their software development lifecycle.
• Measure and monitor customers’ progress against critical and key performance indicators, and share insights with GitLab account stakeholders and customer sponsors and executives.
• Translate customer product usage data into clear, actionable recommendations that drive adoption and expansion of GitLab within customer environments.
• Establish and manage regular touchpoints with customers in line with service level agreements to review strategic and technical objectives and adjust plans as needed.
• Collaborate closely with Product Management, Engineering, Sales, and Professional Services to streamline issue resolution, share customer feedback, and align on customer success plans.

What you’ll bring

• Experience in a customer-facing role focused on post-sales adoption, value realization, and advocacy.
• Background in customer success, professional services, technical account management, or a related function with direct customer engagement.
• Ability to understand and discuss Git, common branching strategies, and how customers use version control in their workflows.
• Knowledge of the software development lifecycle, including typical development pipelines and tooling.
• Familiarity with continuous integration, continuous deployment, and DevSecOps concepts and practices.
• Skill in translating product usage data and technical details into clear, actionable insights for both technical and executive stakeholders.
• Proven ability to build trusted advisor relationships, facilitate workshops, and guide customers through best practices and operational change.
• Openness to learning, with transferable skills from adjacent roles or industries that support collaborative, outcome-focused customer partnerships.