Customer Success Manager Public Sector
You will partner with U.S. government and public-sector customers to turn business outcomes into actionable objectives. You will guide platform adoption, Git workflows, CI/CD, and DevSecOps practices; manage the customer journey and a portfolio of accounts; coordinate questions and escalations across internal functions; and deliver enablement initiatives for multiple stakeholders.
Responsibilities
- Partner with public-sector customers to translate business outcomes into actionable objectives.
- Guide customers on GitLab platform use, DevSecOps practices, Git workflows, and branching strategies.
- Map and manage customer journeys and coach adoption of new use cases.
- Act as the primary liaison for customer questions, issues, and escalations.
- Manage a book of business to drive adoption, retention, expansion, and customer satisfaction.
- Stay current on GitLab releases and help customers apply new features.
- Plan, track, and deliver customer enablement and success initiatives.
Requirements
- Be eligible as a United States Person, including a U.S. citizen, lawful permanent resident, refugee, or asylee.
- Have customer success or similar customer-facing experience driving satisfaction, adoption, and retention.
- Connect technical capabilities to business outcomes and measurable objectives.
- Understand Git, branching strategies, the software development lifecycle, and development pipelines.
- Know continuous integration, continuous deployment, and DevSecOps concepts.
- Manage a public-sector customer portfolio across multiple stakeholders.
- Communicate technical topics clearly in verbal, written, and presentation formats.
- Demonstrate project management, analytical, and problem-solving skills.
Benefits
- Health, financial, and well-being benefits
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity compensation
- Employee Stock Purchase Plan
- Growth and Development Fund
- Parental leave
- Home office support