Customer Success Manager

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

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

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.