Customer Success Manager

Experience in a customer-facing role focused on post-sales adoption, value realization, and advocacy.

Background in customer success, professional services, technical account management, or a related function with direct customer engagement.

Ability to understand and discuss Git, common branching strategies, and how customers use version control in their workflows.

Knowledge of the software development lifecycle, including typical development pipelines and tooling.

Familiarity with continuous integration, continuous deployment, and DevSecOps concepts and practices.

Skill in translating product usage data and technical details into clear, actionable insights for both technical and executive stakeholders.

Build and maintain a trusted advisor relationship with each assigned customer, focusing on adoption, measurable outcomes, and long-term satisfaction with GitLab.

Assist customers with expert deployment guidance, operational best practices, and establishing a GitLab Center of Excellence within their organization.

Lead and participate in workshops to help customers understand and use the full value of the GitLab solution across their software development lifecycle.

Measure and monitor customers’ progress against critical and key performance indicators, and share insights with GitLab account stakeholders and customer sponsors and executives.

Translate customer product usage data into clear, actionable recommendations that drive adoption and expansion of GitLab within customer environments.

Establish and manage regular touchpoints with customers in line with service level agreements to review strategic and technical objectives and adjust plans as needed.

The Customer Success Management team at GitLab works with customers across regions to drive adoption of the GitLab DevSecOps platform, measure and communicate outcomes, and build long-term advocacy. As a globally distributed, all-remote team, we collaborate asynchronously with Product Management, Engineering, Sales, Professional Services, and other groups to connect customer needs with GitLab’s product and services. We focus on helping our customers establish GitLab best practices, including Centers of Excellence, and on turning usage data into actionable insights that support strategic and technical objectives.

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The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our

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