Public Sector Customer Success Manager

GitLab; United States; Remote; USD 77,000 - 166,000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to enhance customer engagement and satisfaction. In this role, you will build strategic relationships with clients, helping them maximize the value of their GitLab solutions. This innovative firm fosters a collaborative remote work environment, encouraging team members to leverage AI for improved productivity. If you're passionate about customer advocacy and have a strong understanding of the software development lifecycle, this opportunity offers a chance to make a significant impact in a dynamic team.

Benefits

Flexible PTO

Equity Compensation

Employee Stock Purchase Plan

Growth and Development Budget

Parental Leave

Home Office Support

Health Benefits

Qualifications

• Experience in customer advocacy and engagement in post-sales.
• Understanding of Git and branching strategies.
• Knowledge of software development lifecycle.

Responsibilities

• Establish strategic advisor relationships with customers.
• Assist customers in leveraging GitLab solutions.
• Monitor customer performance against key indicators.

Skills

Customer Advocacy

Git

Software Development Lifecycle

Continuous Integration

DevSecOps

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 is accountable for customer adoption, measurable outcomes, customer satisfaction, and creating true customer advocacy.

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

What you'll do

• Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our solution and services
• Assist and provide expert deployment, operational best practices, and establishing a GitLab Center of Excellence
• Assist in workshops to help customers leverage the full value of GitLab solution
• Measure and monitor customers’ achievement of critical and key performance indicators, reporting both internally to GitLab account stakeholders and externally to Customer Sponsors and Executives
• Translate customer product usage data into actionable advice for customers
• Establish regular touch points with assigned customers per the established SLAs, to review progress against strategic and technical objectives

What you'll bring

• Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions
• Understanding of Git and typical branching strategies
• Knowledge of software development lifecycle and development pipeline
• Knowledge of and demonstrated progressive experience with Public Sector customers
• Understanding of continuous integration, continuous deployment, DevSecOps

How GitLab will support you

• Benefits to support your health, finances, and well-being
• All remote, asynchronous work environment
• Flexible PTO (paid time off)
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and development budget
• Parental leave
• Home office support

Hiring process

• Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process. To learn more about someone who may be conducting the interview, find their job title on ourteam page.

  Recruiter Screening

  Qualified candidates will be invited to schedule a 30 minutescreening callwith one of our Global Recruiters.

  Hiring Manager Interview

  The hiring manager interview is the first of the interviews with the Customer Success Manager team. This interview is with the manager of the team the candidate is applying to join. It is a 45 minute interview.

  Panel Interview

  The panel interview consists of several members of the Customer Success Manager team. It typically includes the hiring manager and 1-2 other team members. This is a 90 minute interview, with the following format:

  • A demo of GitLab based on the guidance provided ahead of the interview by the recruiter
  • General discussion and questions from the panel

  Executive Interview

  Conducted by the Director of Success Services, this is a discussion with the candidate as a final assessment interview to evaluate the candidate’s suitability for the role. This is a 45 minute interview.

  Reference and Background Check

  Once the candidate has successfully completed all interview stages with positive recommendations at each stage, GitLab will completereference checksand abackground check.

  The base salary range for this role’s listed level is currently for residents of listed locations only. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. See more information on ourbenefitsandequity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.

  California/Colorado/Hawaii/New Jersey/New York/Washington/DC/Illinois/Minnesota pay range

  $77,000 - $165,500 USD

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.