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 guide customers to adopt and realize value from the DevSecOps platform. You will act as a trusted advisor on Git, branching strategies, software development lifecycle practices, continuous integration, continuous deployment, and DevSecOps. You will lead workshops, establish regular customer touchpoints, monitor customer progress, translate product-usage data into actionable recommendations, and coordinate with internal stakeholders to support customer success plans.
Requirements
- Experience in a customer-facing post-sales role focused on adoption, value realization, and customer advocacy.
- Background in customer success, professional services, technical account management, or a related customer-facing function.
- Ability to understand and discuss Git, branching strategies, and version control workflows.
- Knowledge of the software development lifecycle, development pipelines, and tooling.
- Familiarity with continuous integration, continuous deployment, and DevSecOps 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 operational change.
- Must be based in Australia and have full working rights in Australia.
Responsibilities
- Build and maintain trusted advisor relationships with assigned customers across APJ.
- Provide deployment guidance, operational best practices, and support for establishing a GitLab Center of Excellence.
- Lead and participate in workshops on using GitLab across the software development lifecycle.
- Measure and monitor customer progress against critical performance indicators.
- Turn product usage data into actionable recommendations that support adoption and expansion.
- Establish and manage regular customer touchpoints to review objectives and adjust plans.
- Collaborate with Product Management, Engineering, Sales, and Professional Services on issue resolution, feedback, and success plans.
- Contribute regional insight from APJ customer engagements.
Benefits
- Health, financial, and well-being benefits
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity compensation and Employee Stock Purchase Plan
- Parental Leave
