Senior Customer Success Manager Public Sector
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 help public-sector customers turn business outcomes into actionable objectives and adopt the GitLab platform effectively. You will guide them on Git, CI/CD, and DevSecOps practices; manage their customer journeys and account portfolio; coordinate questions and escalations across internal functions; and plan and deliver enablement initiatives for multiple stakeholders.
Requirements
- Be eligible as a United States Person, including a United States citizen, lawful permanent resident, refugee, or asylee.
- Have a background in Customer Success or a similar customer-facing role with a record of driving satisfaction, adoption, and retention.
- Have experience connecting technical capabilities to business outcomes and defining measurable objectives with customers.
- Understand Git, common branching strategies, the software development lifecycle, and development pipelines.
- Know continuous integration, continuous deployment, and DevSecOps concepts.
- Be able to manage a portfolio of public-sector customers and balance multiple stakeholder priorities.
- Have strong verbal, written, presentation, and organizational skills.
- Demonstrate project management, analytical, and problem-solving skills.
Responsibilities
- Partner with public-sector customers to translate pre-sales command plans and desired business outcomes into actionable objectives.
- Guide customers in using the GitLab platform, DevSecOps principles, Git workflows, and branching strategies.
- Map and manage the customer journey and coach customers on adopting new use cases.
- Act as the primary liaison for customers and coordinate questions, issues, and escalations across functions.
- Own a book of business and drive adoption, retention, expansion, and customer satisfaction.
- Stay current on product releases and help customers apply new features.
- Plan, track, and deliver customer enablement and success initiatives across stakeholders.
Benefits
- Benefits supporting health, finances, and well-being
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity compensation
- Employee Stock Purchase Plan
- Parental leave
- Home office support