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

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
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 assignedsegment
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 ourvalues, and willingness to work in accordance with those values
Willingness to travel if needed and comply with the company’stravel policy

How GitLab will support you

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