Job Summary
GitLab is seeking a highly motivated and experienced Customer Success Manager to join our growing team. As a Customer Success Manager, you will be responsible for helping customers achieve success with GitLab. Your role will involve understanding customer needs, providing guidance and best practices, and collaborating with internal teams to ensure customer satisfaction and retention.
What you’ll do
- Become a trusted advisor and advocate for your assigned customers.
- Drive customer adoption and utilization of GitLab features and solutions.
- Develop and execute success plans that outline key milestones, objectives, and metrics for customer success.
- Conduct regular business reviews with customers to assess progress, address challenges, and identify growth opportunities.
- Collaborate with sales, product, and support teams to ensure a seamless customer experience.
- Identify and mitigate risks to customer satisfaction and retention.
- Help customers realize the full value of their GitLab investment.
- Contribute to the continuous improvement of the Customer Success team’s processes and best practices.
What you’ll bring
- Proven experience (3+ years) in a Customer Success, Account Management, or similar client-facing role, preferably in the SaaS industry.
- Strong understanding of the software development lifecycle and DevOps principles.
- Excellent communication, interpersonal, and presentation skills.
- Ability to build strong relationships with customers at all levels.
- Demonstrated ability to drive customer adoption and value realization.
- Problem-solving skills and a proactive approach to addressing customer needs.
- Familiarity with CRM software (e.g., Salesforce) and customer success platforms.
- Bachelor’s degree in a relevant field (or equivalent practical experience).
