Customer Success Manager

<div class="content-intro"><p>GitLab is an open-core software company that develops the most comprehensive <a href="https://about.gitlab.com/solutions/devops-platform">AI-powered DevSecOps Platform</a>, used by more than 100,000 organizations. Our <a href="https://about.gitlab.com/company/mission">mission</a> 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 <a href="https://about.gitlab.com/gitlab-duo/">Duo Enterprise</a> and <a href="https://about.gitlab.com/blog/gitlab-duo-agent-platform-what-is-next-for-intelligent-devsecops/">Duo Agent Platform</a>, customers get AI benefits at every stage of the SDLC. </p> <p>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 <a href="https://handbook.gitlab.com/handbook/values/">values</a> and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. <a href="https://www.youtube.com/watch?v=OuZIb5zszQI">Co-create the future with us</a> as we build technology that transforms how the world develops software.</p></div><h2>An overview of this role</h2> <p>As a Customer Success Manager, you’ll help GitLab customers realize the full value of our DevSecOps platform by driving adoption, measurable outcomes, and long-term advocacy. You’ll serve as a trusted advisor to a portfolio of customers, guiding them on Git, branching strategies, software development lifecycle, continuous integration, continuous deployment, and DevSecOps best practices. In this role, you’ll connect customer goals with GitLab capabilities, lead workshops and Centers of Excellence efforts, and translate product usage data into clear, actionable recommendations for both customers and GitLab account teams. You’ll collaborate closely with Product Management, Engineering, Sales, and Professional Services, with success in your first year measured by customer satisfaction, retention, and the strength of the strategic relationships you build.</p> <h2>What you’ll do</h2> <ul> <li value="1">Build and maintain a trusted advisor relationship with each assigned customer, focusing on adoption, measurable outcomes, and long-term satisfaction with GitLab.</li> <li value="2">Assist customers with expert deployment guidance, operational best practices, and establishing a GitLab Center of Excellence within their organization.</li> <li value="3">Lead and participate in workshops to help customers understand and use the full value of the GitLab solution across their software development lifecycle.</li> <li value="4">Measure and monitor customers’ progress against critical and key performance indicators, and share insights with GitLab account stakeholders and customer sponsors and executives.</li> <li value="5">Translate customer product usage data into clear, actionable recommendations that drive adoption and expansion of GitLab within customer environments.</li> <li value="6">Establish and manage regular touchpoints with customers in line with service level agreements to review strategic and technical objectives and adjust plans as needed.</li> <li value="7">Collaborate closely with Product Management, Engineering, Sales, and Professional Services to streamline issue resolution, share customer feedback, and align on customer success plans.</li> </ul> <h2>What you’ll bring</h2> <ul> <li value="1">Experience in a customer-facing role focu ... (truncated, view full listing at source)