Senior Customer Success Manager Public Sector
You will help public-sector customers turn business outcomes into actionable objectives and adopt the GitLab platform effectively. You will guide them on Git, CI/CD, and DevSecOps practices; manage their customer journeys and account portfolio; coordinate questions and escalations across internal functions; and plan and deliver enablement initiatives for multiple stakeholders.
Responsibilities
- Partner with public-sector customers to translate pre-sales command plans and desired business outcomes into actionable objectives.
- Guide customers in using the GitLab platform, DevSecOps principles, Git workflows, and branching strategies.
- Map and manage the customer journey and coach customers on adopting new use cases.
- Act as the primary liaison for customers and coordinate questions, issues, and escalations across functions.
- Own a book of business and drive adoption, retention, expansion, and customer satisfaction.
- Stay current on product releases and help customers apply new features.
- Plan, track, and deliver customer enablement and success initiatives across stakeholders.
Requirements
- Be eligible as a United States Person, including a United States citizen, lawful permanent resident, refugee, or asylee.
- Have a background in Customer Success or a similar customer-facing role with a record of driving satisfaction, adoption, and retention.
- Have experience connecting technical capabilities to business outcomes and defining measurable objectives with customers.
- Understand Git, common branching strategies, the software development lifecycle, and development pipelines.
- Know continuous integration, continuous deployment, and DevSecOps concepts.
- Be able to manage a portfolio of public-sector customers and balance multiple stakeholder priorities.
- Have strong verbal, written, presentation, and organizational skills.
- Demonstrate project management, analytical, and problem-solving skills.
Benefits
- Benefits supporting health, finances, and well-being
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity compensation
- Employee Stock Purchase Plan
- Parental leave
- Home office support