Customer Success Manager
Drive customer adoption and value realization for GitLab's DevSecOps platform by serving as a trusted advisor, leading workshops, and translating usage data into actionable recommendations.
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.
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