Customer Success Manager - Remote

Overview

GitLab is an open-core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating human progress. Our platform unites teams and organizations, breaking down barriers and redefining what's possible in software development. Thanks to products like Duo Enterprise and Duo Agent Platform, customers get AI benefits at every stage of the SDLC.

The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.

In Short

• Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our solution and services.
• Assist and provide expert deployment, operational best practices, and establishing a GitLab Center of Excellence.
• Assist in workshops to help customers leverage the full value of GitLab solution.
• Measure and monitor customers’ achievement of critical and key performance indicators, reporting both internally to GitLab account stakeholders and externally to Customer Sponsors and Executives.
• Translate customer product usage data into actionable advice for customers.
• Establish regular touchpoints with assigned customers per the established SLAs, to review progress against strategic and technical objectives.

Requirements

• Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions.
• Understanding of Git and typical branching strategies.
• Knowledge of software development lifecycle and development pipeline.
• Understanding of continuous integration, continuous deployment, DevSecOps.

Benefits

• Benefits to support your health, finances, and well-being.
• Flexible Paid Time Off.
• Team Member Resource Groups.
• Equity Compensation & Employee Stock Purchase Plan.
• Growth and Development Fund.
• Parental leave.
• Home office support.