Customer Success Manager
GitLab is an AI-powered DevSecOps platform that unifies the entire software development lifecycle into a single application. It helps development, security, and operations teams to collaborate and deliver software more efficiently, with security integrated at every step. The platform is trusted by millions of users and a majority of the Fortune 100.
About GitLab Inc.
GitLab is a comprehensive, AI-powered DevSecOps platform that streamlines the entire software delivery process by unifying the development lifecycle into a single application. It integrates source code management, CI/CD, security, and monitoring to help teams build, secure, and operate software more efficiently. Key features include automated security scans built into the development pipeline and AI-driven tools like GitLab Duo for code suggestions and chat, which enhance developer productivity. GitLab serves a diverse client base, from startups and open-source projects to large enterprises, including over half of the Fortune 100. The platform aims to reduce complexity, accelerate delivery cycles, and strengthen security and compliance for its users.
Skills
About the Role
You will turn pre-sales plans into actionable customer objectives and guide customers toward their desired business outcomes. You will advise customers on platform best practices, use cases, adoption, and future journeys. You will manage assigned customer accounts, increase adoption, retention, growth, and satisfaction, and coordinate questions, issues, and escalations with relevant internal stakeholders. You will stay current on product releases.
Requirements
- Understand Git and typical branching strategies
- Know the software development lifecycle and development pipeline
- Understand continuous integration, continuous deployment, DevSecOps, and AI
- Have customer success experience or a record of increasing satisfaction, adoption, and retention
- Partner with customers to define and achieve business outcomes
- Be familiar with customers relevant to the assigned segment
- Demonstrate verbal, written, organizational, presentation, and communication skills
- Demonstrate analytical and problem-solving skills
- Have project management skills
- Be fluent in English
- Be willing to travel as needed and comply with the travel policy
Responsibilities
- Turn pre-sales command plans into actionable customer business objectives
- Guide customers on platform best practices and use cases
- Guide customers through their adoption journey
- Serve as the liaison for customer questions, issues, and escalations
- Collaborate with Support, Product Management, and other teams as needed
- Manage assigned customer accounts to increase adoption, retention, growth, and satisfaction
- Stay current on releases
Benefits
- Health, financial, and well-being benefits
- Flexible paid time off
- Team Member Resource Groups
- Equity compensation and Employee Stock Purchase Plan
- Parental leave