Customer Success Manager, UKI

GitLab; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company that is revolutionizing the software development landscape with its AI-powered DevSecOps platform. In this dynamic role, you will partner with customers to ensure they achieve their desired business outcomes, leveraging your expertise in software development and customer success. You will guide clients through their journey, helping them adopt best practices and maximize the value of their investment. This innovative firm values collaboration and encourages its team members to embrace AI as a productivity multiplier, fostering an environment where your contributions will have a significant impact on customer satisfaction and retention.

Qualifications

• Experience in Customer Success or related field.
• Strong understanding of Git and branching strategies.
• Familiarity with DevSecOps and CI/CD.

Responsibilities

• Partner with customers to achieve business outcomes.
• Guide customers through their journey with GitLab.
• Act as a liaison for GitLab questions and escalations.

Skills

Git

Software Development Lifecycle

Continuous Integration

Customer Success

Project Management

Analytical Skills

Communication Skills

Problem-Solving Skills

Education

Bachelor's Degree

Job description

GitLab is an open core software company that develops the most comprehensiveAI-powered DevSecOps Platform, used by more than 100,000 organizations. Ourmissionis to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating the rate of human progress. This mission is integral to our culture, influencing how we hire, build products, and lead our industry. We make this possible at GitLab by running ouroperationson our product and staying aligned with ourvalues. Learn more aboutLife at GitLab.

Thanks to products likeDuo Enterprise, andDuo Workflow, customers get the benefit of AI at every stage of the SDLC. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier. All team members are encouraged and expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact across our global organisation.

The Customer Success Management (CSM) team focuses on the themes of align, enable, and expand. We align with customers’ desired business outcomes, enable them on their existing use cases, and work with them to expand into additional use cases, ensuring ongoing and ever-improving customer return-on-investment.

Additionally, our team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others.CSM handbook.

What you'll do

• Partner with our customers in taking what was established in the pre-sales command plan, and turning the customers desired positive business outcomes into actionable objectives
• Know the GitLab platform, our more common best practices, and use cases in order to guide the customer
• Understand the customer journey and be able to guide them on future adoption
• Act as the GitLab liaison for GitLab questions, issues, or escalations. Collaborate with GitLab Support, Product Management (i.e., roadmaps), or other teams as needed
• Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction
• Remain knowledgeable and up-to-date on GitLab releases

What you'll bring

• Understanding of Git and typical branching strategies
• Knowledge of software development lifecycle and development pipeline
• Understanding of continuous integration, continuous deployment, DevSecOps
• Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention
• Experience partnering with customers to define and achieve business outcomes
• Familiarity working with customers of sizes relevant to the assignedsegment
• Exceptional verbal, written, organizational, presentation, and communications skills
• Detailed oriented and analytical
• Strong team player but self-starter
• Project management experience & skills
• Strong technical, analytic, and problem-solving skills
• Alignment with ourvalues, and willingness to work in accordance with those values
• Willingness to travel if needed and comply with the company’stravel policy

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See alsoGitLab’s EEO PolicyandEEO is the Law. If you have a disability or special need that requiresaccommodation, please let us know during therecruiting process.