Senior Customer Success Manager
GitLab
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇬🇧 United Kingdom
Visit company websiteJob Level
Senior
About the role
- Partner with customers to translate pre sales command plans and desired business outcomes into clear, actionable objectives.
- Guide customers on how to use the GitLab platform, best practices, and common use cases to support adoption and value realization.
- Map and manage the customer journey, helping customers plan for future adoption across additional use cases.
- Act as the primary GitLab liaison for your customers, coordinating responses to questions, issues, and escalations.
- Collaborate with GitLab Support, Product Management, Sales, Professional Services, and other teams to address needs and share customer feedback.
- Own a book of business focused on driving product adoption, customer retention, growth, and overall satisfaction.
- Stay current on GitLab releases and updates, and proactively educate customers on relevant new capabilities and improvements.
Requirements
- Experience working directly with customers to understand their goals and translate desired business outcomes into clear, actionable objectives.
- Understanding of Git, typical branching strategies, and the software development lifecycle, including continuous integration, continuous deployment, and DevSecOps practices.
- Ability to learn and explain the GitLab platform, common best practices, and use cases to guide customers through their adoption journey.
- Background in customer success or a related function with a focus on driving adoption, retention, satisfaction, and account growth.
- Skill in managing a portfolio or book of customers, prioritizing engagement, and tracking progress against agreed outcomes.
- Strong verbal, written, presentation, and organizational skills, with the ability to communicate complex technical concepts in simple terms.
- Demonstrated analytical, problem solving, and project management skills, with attention to detail and follow through.
- Alignment with GitLab’s values, ability to work as a self-directed team player in an all-remote environment, and openness to leveraging transferable experience from varied backgrounds.
Benefits
- Benefits to support your health, finances, and well-being
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental leave
- Home office support
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Gitbranching strategiessoftware development lifecyclecontinuous integrationcontinuous deploymentDevSecOpsGitLab platformcustomer successproject managementanalytical skills
Soft skills
communication skillspresentation skillsorganizational skillsproblem solvingattention to detailself-directedteam playercustomer engagementrelationship managementadaptability