Customer Success Manager

You will act as a trusted advisor to a portfolio of customers, helping them adopt the DevSecOps platform and achieve measurable outcomes. You will provide deployment guidance, lead workshops, support Centers of Excellence, monitor customer KPIs, and turn usage data into actionable recommendations. You will maintain regular customer touchpoints, align strategic and technical objectives, and collaborate with Product Management, Engineering, Sales, and Professional Services to resolve issues and advance customer success plans.

Responsibilities

• Build and maintain trusted advisor relationships with assigned customers.
• Provide deployment guidance, operational best practices, and support for GitLab Centers of Excellence.
• Lead and participate in workshops on using the GitLab solution across the software development lifecycle.
• Measure and monitor customer progress against critical and key performance indicators.
• Share customer insights with account stakeholders, sponsors, and executives.
• Translate product usage data into actionable recommendations that drive adoption and expansion.
• Manage regular customer touchpoints in line with service level agreements.
• Review customer strategic and technical objectives and adjust plans as needed.
• Collaborate with Product Management, Engineering, Sales, and Professional Services to resolve issues, share feedback, and align customer success plans.

Requirements

• 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 customer-facing function.
• Knowledge of Git, common branching strategies, and version-control workflows.
• Knowledge of the software development lifecycle, development pipelines, and tooling.
• Familiarity with continuous integration, continuous deployment, and DevSecOps concepts and practices.
• Ability to translate product usage data and technical details into actionable insights for technical and executive stakeholders.
• Ability to build trusted advisor relationships, facilitate workshops, and guide customers through best practices and operational change.

Benefits

• Health, financial, and well-being benefits.
• Flexible Paid Time Off.
• Team Member Resource Groups.
• Equity compensation and Employee Stock Purchase Plan.
• Growth and Development Fund.
• Parental Leave.