Customer Success Manager
You will partner with customers to turn desired business outcomes into actionable objectives. You will guide them on the GitLab platform, best practices, use cases, and future adoption. You will act as the liaison for questions, issues, and escalations, collaborating with Support, Product Management, and other functions as needed. You will manage an assigned customer portfolio, increase adoption, support retention and growth, and stay current on GitLab releases.
Responsibilities
- Partner with customers to turn desired business outcomes into actionable objectives.
- Guide customers on the GitLab platform, best practices, and use cases.
- Guide customers through their journey and future adoption.
- Act as the liaison for customer questions, issues, and escalations.
- Collaborate with Support, Product Management, and other teams as needed.
- Manage an assigned portfolio of customers.
- Increase adoption, retention, growth, and customer satisfaction.
- Stay current on GitLab releases.
Requirements
- Understand Git and typical branching strategies.
- Know the software development lifecycle and development pipeline.
- Understand continuous integration, continuous deployment, and DevSecOps.
- Have customer success experience or equivalent experience increasing satisfaction, adoption, and retention.
- Have experience partnering with customers to define and achieve business outcomes.
- Be familiar with customers relevant to the assigned segment.
- Have verbal, written, organizational, presentation, and communication skills.
- Have project management experience and skills.
- Have technical, analytical, and problem-solving skills.
- Be willing to travel as needed and comply with the travel policy.
- Be fluent in French.
Benefits
- Health, financial, and well-being benefits.
- Flexible paid time off.
- Team Member Resource Groups.
- Equity compensation.
- Employee Stock Purchase Plan.
- Parental leave.