Associate Customer Success Engineer

GitLab; Canada; Remote; CAD 70,000 - 90,000; Full time

Job summary

A leading software development firm is looking for an Associate Customer Success Engineer to provide expertise on their products and help onboard new customers. This remote role involves collaboration with various teams to track customer engagement metrics and support client success. Candidates should have strong communication skills and familiarity with GitLab's use cases. Opportunities for professional growth and development are encouraged.

Qualifications

• Familiarity with GitLab use cases or ability to learn quickly.
• Strong communication skills to engage effectively.
• Experience in customer advocacy and engagement roles.
• Basic understanding of metrics in customer engagement.
• Willingness to collaborate with teams to support goals.

Responsibilities

• Schedule and onboard new CSE level customers.
• Track and manage onboarding follow-ups.
• Provide content to renewal managers.
• Collaborate with Account Executives on program benefits.
• Assist in campaigns targeting customer engagement.
• Manage scheduling tools for customer interactions.
• Track help requests for compliance.
• Support senior members in creating enablement content.
• Improve professional skills through training.
• Track customer success metrics.

Skills

Familiarity with GitLab use cases

Strong verbal and written communication skills

Experience in customer advocacy

Understanding of metrics and success measurement

Collaboration with cross-functional teams

Job description

Overview

GitLab is an open-core software company that develops an AI-powered DevSecOps Platform used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. The Customer Success Engineering team focuses on aligning, enabling, and expanding value for customers. In this role, the Associate Customer Success Engineer (CSE) provides subject matter expertise on GitLab technical and product solutions and best practices, working alongside Customer Success Managers to guide customers on use case implementation and demonstrate the value of GitLab product capabilities.

What you'll do

• Schedule and onboard new CSE level customers into the CSE program.
• Track and manage onboarding follow-ups, such as license installation, support contact setup, and security subscriptions.
• Provide adoption-oriented content to renewal managers for outreach support.
• Collaborate with Account Executives and other team members to communicate CSE program benefits.
• Assist in developing and executing campaigns targeting cohorts of customers for technical engagement.
• Manage default scheduling tools (for example: Calendly) and ensure ease of interaction for customers.
• Track help requests to ensure compliance with Service Level Agreements.
• Support senior team members in creating and delivering enablement content like workshops or demos.
• Continuously improve professional skills through training, reading, and seeking mentorship.
• Track and report basic customer success metrics and help monitor outcomes.

What you'll bring

• Familiarity with GitLab use cases (SCM, CI, CD, DevSecOps, Agile Planning) or the ability to quickly learn technical concepts.
• Strong verbal and written communication skills to engage with customers and internal stakeholders effectively.
• Demonstrated experience in a related function with customer advocacy and engagement in post-sales or professional services roles.
• Basic understanding of metrics and success measurement in customer engagement.
• Willingness to collaborate with cross-functional teams to support customer goals.

Interview process (high-level)

Qualified candidates will be invited to schedule an initial screening call. The interview process includes a manager interview, a panel interview, and an executive interview, with a mix of demonstrations, discussions, and questions. Details are provided during the process.

Equal Opportunity and Accommodation

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other status protected by law. If you require accommodation during the recruiting process, please let us know.

Apply for this job

To apply, please submit your information through the standard GitLab careers portal. The role is remote with location-based eligibility considerations. We encourage applicants from diverse backgrounds to apply.