Customer Success Manager - Remote

Overview

The Customer Success Manager (CSM) at GitLab plays a vital role in ensuring customer adoption, satisfaction, and advocacy, acting as a liaison between customers and the GitLab ecosystem.

In Short

• Provide onboarding activities for new customers.
• Build Customer Success Plans with assigned customers.
• Manage account escalations effectively.
• Provide insights into new features and their applicability.
• Support in identifying training opportunities for customers.
• Strategize on team objectives and long-term goals.
• Mentor Associate and Intermediate CSMs.
• Collaborate across departments to solve complex issues.
• Demonstrate leadership in technology adoption.
• Maintain deep knowledge of the GitLab platform.

Requirements

• Ability to translate business requirements into value.
• Strong knowledge of Customer Success best practices.
• Expert in GitLab usage with training capabilities.
• Advanced knowledge of software development lifecycle.
• Advanced project management skills.
• Progressive experience in customer advocacy roles.

Benefits

• Health, finance, and well-being support benefits.
• All remote and asynchronous work environment.
• Flexible PTO (paid time off).
• Team Member Resource Groups.
• Equity Compensation & Employee Stock Purchase Plan.
• Growth and development budget.
• Parental leave support.
• Home office support.