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 act as a trusted advisor to a portfolio of customers, helping them adopt the DevSecOps platform and achieve measurable outcomes. You will provide deployment guidance, lead workshops, support Centers of Excellence, monitor customer KPIs, and turn usage data into actionable recommendations. You will maintain regular customer touchpoints, align strategic and technical objectives, and collaborate with Product Management, Engineering, Sales, and Professional Services to resolve issues and advance customer success plans.
Requirements
- 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 customer-facing function.
- Knowledge of Git, common branching strategies, and version-control workflows.
- Knowledge of the software development lifecycle, development pipelines, and tooling.
- Familiarity with continuous integration, continuous deployment, and DevSecOps concepts and practices.
- Ability to translate product usage data and technical details into actionable insights for technical and executive stakeholders.
- Ability to build trusted advisor relationships, facilitate workshops, and guide customers through best practices and operational change.
Responsibilities
- Build and maintain trusted advisor relationships with assigned customers.
- Provide deployment guidance, operational best practices, and support for GitLab Centers of Excellence.
- Lead and participate in workshops on using the GitLab solution across the software development lifecycle.
- Measure and monitor customer progress against critical and key performance indicators.
- Share customer insights with account stakeholders, sponsors, and executives.
- Translate product usage data into actionable recommendations that drive adoption and expansion.
- Manage regular customer touchpoints in line with service level agreements.
- Review customer strategic and technical objectives and adjust plans as needed.
- Collaborate with Product Management, Engineering, Sales, and Professional Services to resolve issues, share feedback, and align customer success plans.
Benefits
- Health, financial, and well-being benefits.
- Flexible Paid Time Off.
- Team Member Resource Groups.
- Equity compensation and Employee Stock Purchase Plan.
- Growth and Development Fund.
- Parental Leave.
