Customer Success Manager

GitLab is an open core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organisations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating the rate of human progress. This mission is integral to our culture, influencing how we hire, build products, and lead our industry. We make this possible at GitLab by running our operations on our product and staying aligned with our values. Learn more about Life at GitLab.

Thanks to products like Duo Enterprise, and Duo Workflow, customers get the benefit of AI at every stage of the SDLC. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier. All team members are encouraged and expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact across our global organisation.

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.

• 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
• Strategise on the overall objectives and long-range goals of the team
• Provide mentorship for Associate and Intermediate CSMs to help them grow their knowledge and provide premium customer experience
• Work cross-departmentally to find solutions to complex scenarios and integration issues
• Demonstrate leadership in new feature and technology adoption and teaching by providing regular enablement and solution overview sessions and documentation for customers and other GitLab team-members
• Foster team collaboration and help increase team expertise
• Maintain deep knowledge of the GitLab platform
• Clearly communicate and drive adoption of complex solutions, with constant attention to promoting “boring solutions”

• Ability to translate business requirements into business value, and work with sales and marketing to promote value-driven solutions
• Strong knowledge of Customer Success best practices, with experience in defining process and providing enablement programs to promote adoption in CS and across the company
• Expert in GitLab usage and able to train others in its usage
• Advanced knowledge of software development lifecycle and development pipeline
• Advanced project management experience & skills
• Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions

• 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

• 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 team. This interview is with the manager of the team the candidate is applying to join. It is a 45 minute interview.

  Peer Interview

  The peer interview is the with an Account Executive from the Sales team that the CSM works with. It is a 30 minute interview.

  Panel Interview

  The panel interview consists of several members of the Customer Success team. It typically includes the hiring manager and 2 other team members. This is a 60 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 Customer Success, this is a discussion with the candidate as a final assessment interview to evaluate the candidate’s suitability for the role. This is a 30 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.