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GitLab

Customer Success Manager

🇺🇸 United States

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 the rate of human progress. This mission is integral to our culture, influencing how we hire, build products, and lead our industry. We make this possible at GitLab by running our operations on our product and staying aligned with our values. Learn more about Life at GitLab.

The Customer Success Management (CSM) team focuses on the themes of align, enable, and expand.    The Customer Success Management (CSM) team is accountable for customer adoption, measurable outcomes, customer satisfaction, and creating true customer advocacy.Additionally, our team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others. CSM handbook. The Customer Success Manager(CSM) role at GitLab is expected to serve and operate in the following ways and have product and domain expertise. The depth of knowledge in each area will progress within the CSM career ladder.

What you'll do

  • Provide immediate onboarding activities.
  • Work with assigned customers to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals
  • Manage account escalations
  • Provide insights with respect to the availability and applicability of new features in GitLab as relevant
  • Support GitLab Services in identifying and recommending training opportunities
  • 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

What you'll bring

  • 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

How GitLab will support you

Hiring process

  • Recruiter Screening

    Qualified candidates will be invited to schedule a 30 minute screening call with one of our Global Recruiters.

    Hiring Manager Interview

    The hiring manager interview is the first of the interviews with the Customer Success Manager team. This interview is with the manager of the team the candidate is applying to join. It is a 45 minute interview.

    Panel Interview

    The panel interview consists of several members of the Customer Success Manager team. It typically includes the hiring manager and 1-2 other team members. This is a 90 minute interview, with the following format:

    • A demo of GitLab based on the guidance provided ahead of the interview by the recruiter
    • General discussion and questions from the panel

    Executive Interview

    Conducted by the Director of Success Services, this is a discussion with the candidate as a final assessment interview to evaluate the candidate’s suitability for the role. This is a 45 minute interview.

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.  

Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.

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