Senior Customer Success Manager- Public Sector

Background in Customer Success or a similar customer-facing role with a track record of driving satisfaction, adoption, and retention.

Experience partnering with customers to connect technical capabilities to business outcomes and define measurable objectives.

Understanding of Git and common branching strategies, along with familiarity with the software development lifecycle and development pipelines.

Knowledge of continuous integration, continuous deployment, and DevSecOps concepts and how customers apply them.

Ability to manage a portfolio of customers of varying sizes in the public sector, balancing priorities across multiple stakeholders.

Partner with Public Sector customers to translate pre-sales command plans and desired business outcomes into clear, actionable objectives.

Guide customers on how to use the GitLab platform effectively, drawing on common best practices, DevSecOps principles, and typical Git workflows and branching strategies.

Map and manage the customer journey, and coach customers on how to adopt new GitLab use cases over time.

Act as the primary GitLab liaison for your customers, coordinating responses to questions, issues, and escalations by working closely with Support, Product Management, Sales, Professional Services, and other teams.

Own a defined book of business with responsibility for driving adoption, retention, expansion, and overall customer satisfaction.

Stay current on GitLab releases and help customers understand and apply new features to their environments and use cases.

The Senior Customer Success Manager role sits within our Public Sector Customer Success team, which partners with United States government and public sector organizations to help them realize ongoing value from the GitLab platform. We own the post-sales relationship, driving adoption, retention, and growth by aligning GitLab capabilities to each customer’s mission, enabling them on DevSecOps best practices, and coordinating cross-functionally with Sales, Support, Product Management, Engineering, and Professional Services. Our team members work in an all-remote, distributed environment and collaborate asynchronously across time zones, using GitLab’s tools and processes to stay aligned while we tackle opportunities such as expanding use cases, improving customer return on investment, and simplifying engagement with the broader GitLab ecosystem.