Customer Success Manager

6 days, 2 hours ago
Full-time
Mid Level
Customer and Technical Support
GitLab

GitLab

GitLab: The comprehensive DevOps platform revolutionizing software development with automation, AI workflows, and essential tools for efficient collaboration.

Internet Software & Services
1K-5K
Founded 2014

Description

  • Partner with customers to turn pre-sales plans and desired business outcomes into actionable objectives.
  • Guide customers on GitLab platform best practices and common use cases.
  • Support customers throughout their journey and advise on future adoption opportunities.
  • Act as the main liaison for customer questions, issues, and escalations.
  • Collaborate with Support, Product Management, Sales, Professional Services, and other teams as needed.
  • Own a book of assigned customers with accountability for adoption, retention, growth, and satisfaction.
  • Stay current on GitLab releases and platform updates.

Requirements

  • Understanding of Git and typical branching strategies is required.
  • Knowledge of the software development lifecycle and development pipeline is required.
  • Understanding of continuous integration, continuous deployment, DevSecOps, and AI is required.
  • Prior experience in Customer Success or equivalent experience driving satisfaction, adoption, and retention is required.
  • Experience partnering with customers to define and achieve business outcomes is required.
  • Familiarity with customers of sizes relevant to the assigned segment is required.
  • Exceptional verbal, written, organizational, presentation, and communication skills are required.
  • Detail-oriented and analytical mindset is required.
  • Strong teamwork skills with the ability to work independently as a self-starter are required.
  • Project management experience and skills are required.
  • Strong technical, analytical, and problem-solving skills are required.
  • Alignment with GitLab values and willingness to work accordingly is required.
  • Willingness to travel if needed and comply with company travel policy is required.
  • Fluent English is required.

Benefits

  • Flexible Paid Time Off.
  • Equity compensation and Employee Stock Purchase Plan.
  • Growth and Development Fund.
  • Parental leave.
  • Benefits to support health, finances, and well-being.
  • Team Member Resource Groups.
  • Remote-global work environment.

Interested in this position?

Apply directly on the company website

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