Senior Customer Communications Manager

GitLab; United States; Remote; USD 114,000 - 168,000; Full time

Job summary

GitLab is seeking a Senior Customer Communications Manager to enhance customer communication strategies and ensure timely updates on product developments. This role involves collaboration with various teams and requires exceptional communication skills to maintain transparency and trust with customers. The successful candidate will manage both proactive and reactive communications, contributing significantly to the customer experience.

Benefits

Flexible PTO

Equity plans

Home office support

Qualifications

• Experience in customer communications, success, or related roles within a high-growth SaaS or tech environment.
• Exceptional written and verbal communication skills.
• Experience managing incident communications and crisis response.

Responsibilities

• Develop and implement communication plans for product updates and new features.
• Lead global customer communications during service interruptions.
• Draft and edit customer-facing communications such as emails and blog posts.

Skills

Written communication

Verbal communication

Project management

Attention to detail

Education

Experience in customer communications or related roles

Tools

Email marketing platforms

CRM systems

Job description

Join to apply for the Senior Customer Communications Manager role at GitLab.

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GitLab is an open core software company that develops the most comprehensive 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. 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 our operations on our product and staying aligned with our values. Learn more about Life at GitLab.

Thanks to products like Duo Enterprise, and Duo 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.

Overview Of The Role

We are seeking a Senior Customer Communications Manager to take ownership of customer-facing communication efforts and ensure our customers receive timely, clear, and valuable updates on product developments, incidents, and key company initiatives. This role requires close collaboration with teams including Customer Success, Product, Marketing, Engineering, and Legal to ensure messaging is accurate, consistent, and aligned with our brand tone and corporate goals. The Communications Manager will play a critical role in maintaining transparency and trust with our customer base.

The successful candidate will be a skilled communicator, capable of managing both proactive and reactive communications, while continuously seeking ways to enhance the customer experience.

What You’ll Do

• Partner with the Product Marketing team to develop and implement communication plans for product updates, new features, and enhancements, ensuring messaging is clear and accessible to different customer segments.
• Lead global customer communications during service interruptions, outages, or other critical incidents, collaborating with internal teams to ensure real-time updates and post-incident summaries are delivered effectively and promptly, regardless of time zone. Maintain incident communication playbooks for rapid deployment.
• Work with Customer Success, Marketing, and Legal teams to distribute newsletters, updates, and engagement materials tailored to various customer journeys.
• Serve as a liaison between customer-facing teams and internal departments to ensure all communications are accurate, timely, and aligned with product and service updates.
• Draft, review, and edit customer-facing communications such as emails, in-app messages, blog posts, and knowledge base articles, maintaining GitLab’s tone and style.
• Gather feedback from customers and stakeholders to refine communication strategies for clarity and relevance.
• Implement communication plans for potential service disruptions or crises, owning the messaging process.
• Monitor and analyze metrics like open rates, engagement, and customer feedback to improve communication effectiveness and present insights for future strategies.

What You’ll Bring

• Experience in customer communications, success, or related roles within a high-growth SaaS or tech environment.
• Exceptional written and verbal communication skills, with the ability to translate technical info into user-friendly content.
• Experience managing incident communications and crisis response.
• Familiarity with DevSecOps or related technologies is advantageous.
• Ability to collaborate across departments and manage multiple priorities.
• Strong attention to detail and project management skills in a fast-paced environment.
• Proficiency with communication tools like email marketing platforms, CRM systems, or in-app messaging.

How GitLab Will Support You

The GitLab Field Enablement team aims to inspire success through knowledge, skills, and behaviors that improve productivity and accelerate customer outcomes. We support your health, finances, and well-being with benefits, an all-remote environment, flexible PTO, resource groups, equity plans, growth budgets, parental leave, and home office support.

We value transparency and invite you to learn more about our strategies and programs on our Field Enablement Team Handbook page.

We welcome candidates with varying experience levels; many successful candidates do not meet every requirement. We encourage you to apply if you're excited about this role, and our recruiters will assess your application.

The listed salary range is for residents of certain locations and is determined based on education, experience, skills, and market data. Sales roles may include incentive pay up to 100% of the base salary.

Location-specific pay ranges are provided for California, Colorado, Hawaii, New Jersey, New York, Washington, DC, Illinois, and Minnesota: $114,200—$168,000 USD.

GitLab hires globally; some roles may have location-based eligibility. Our Talent Acquisition team can clarify after you start the process.

Please review our Recruitment Privacy Policy. We are an equal opportunity employer committed to diversity and inclusion. If you need accommodations, let us know during recruiting.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Marketing and Sales
• Industries: IT Services, IT Consulting, Software Development