Customer Success Manager

5 Hours ago • All levels

Job Summary

Job Description

The Customer Success Manager will focus on aligning with customers' business outcomes, enabling them on existing use cases, and expanding into additional ones. This role involves acting as a liaison between the customer and the GitLab ecosystem, collaborating with various internal teams. Responsibilities include partnering with customers to achieve objectives, guiding them on the GitLab platform, and managing customer satisfaction. The role requires understanding the customer journey and guiding them on future adoption, handling escalations, and staying updated on GitLab releases.
Must have:
  • Understanding of Git and branching strategies.
  • Knowledge of software development lifecycle and pipeline.
  • Understanding of CI/CD and DevSecOps.
  • Prior experience in Customer Success.
  • Experience in defining and achieving business outcomes.
  • Exceptional communication skills.
Good to have:
  • Familiarity working with customers of relevant sizes.
  • Project management skills.
  • Strong technical, analytic, and problem-solving skills.
  • Alignment with company values.

Job Details

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.

Thanks to products like Duo Enterprise, and Duo Workflow, customers get the benefit of AI 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. All team members are encouraged and expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact across our global organisation.

The Customer Success Management (CSM) team focuses on the themes of align, enable, and expand. We align with customers’ desired business outcomes, enable them on their existing use cases, and work with them to expand into additional use cases, ensuring ongoing and ever-improving customer return-on-investment.

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.

What you'll do

  • Partner with our customers in taking what was established in the pre-sales command plan, and turning the customers desired positive business outcomes into actionable objectives
  • Know the GitLab platform, our more common best practices, and use cases in order to guide the customer
  • Understand the customer journey and be able to guide them on future adoption
  • Act as the GitLab liaison for GitLab questions, issues, or escalations. Collaborate with GitLab Support, Product Management (i.e., roadmaps), or other teams as needed
  • Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction
  • Remain knowledgeable and up-to-date on GitLab releases

What you'll bring

  • Understanding of Git and typical branching strategies
  • Knowledge of software development lifecycle and development pipeline
  • Understanding of continuous integration, continuous deployment, DevSecOps
  • Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention
  • Experience partnering with customers to define and achieve business outcomes
  • Familiarity working with customers of sizes relevant to the assigned segment
  • Exceptional verbal, written, organizational, presentation, and communications skills
  • Detailed oriented and analytical
  • Strong team player but self-starter
  • Project management experience & skills
  • Strong technical, analytic, and problem-solving skills
  • Alignment with our values, and willingness to work in accordance with those values
  • Willingness to travel if needed and comply with the company’s travel policy

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.

Similar Jobs

Pentair - Engineer- Data Science

Pentair

Noida, Uttar Pradesh, India (On-Site)
2 Weeks ago
The Walt Disney Company - Senior Software Engineer – Apple Platforms (iOS and tvOS)

The Walt Disney Company

Santa Monica, California, United States (On-Site)
1 Month ago
undefined - Unity 3D Developer

Ahmedabad, Gujarat, India (On-Site)
11 Months ago
Unity - DevOps Tech Lead

Unity

Tel Aviv-Yafo, Tel Aviv District, Israel (On-Site)
2 Weeks ago
Lead venture - Software Engineer

Lead venture

Gurugram, Haryana, India (Hybrid)
2 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

ION - Senior C++ Developer, Italy

ION

Rome, Lazio, Italy (On-Site)
7 Months ago
Adtran - Software Engineer

Adtran

Hyderabad, Telangana, India (On-Site)
7 Months ago
Fusion interactive - Lead Programmer

Fusion interactive

Assen, Drenthe, Netherlands (On-Site)
1 Week ago
Enphase Energy - Software Engineer (QA)

Enphase Energy

Bengaluru, Karnataka, India (On-Site)
4 Months ago
Next Level Business Services - Web Development

Next Level Business Services

Moline, Illinois, United States (On-Site)
7 Months ago
Aisera - SDET/Senior SDET

Aisera

Hyderabad, Telangana, India (On-Site)
2 Weeks ago
Conga - Associate Principal Software Engineer, TS

Conga

Broomfield, Colorado, United States (On-Site)
1 Week ago
Wizcorp - Game Server Programmer

Wizcorp

Tokyo, Japan (Remote)
2 Months ago
Wind River - Member of Technical Staff – Tester

Wind River

Bengaluru, Karnataka, India (On-Site)
4 Days ago
Arkose Labs - Staff iOS Engineer

Arkose Labs

Pune, Maharashtra, India (Hybrid)
2 Weeks ago

Get notifed when new similar jobs are uploaded

Jobs in Worldwide

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Similar Category Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!