Customer Success Manager

What you’ll do
Lead structured Accelerator programs from discovery through measurement, including defining outcomes, establishing baselines, creating milestones, managing the customer collaboration backlog, and documenting results.
Guide customers on how to best use the GitLab platform, including common DevSecOps best practices, Git workflows, CI/CD, and adoption patterns.
Own a book of customers and drive adoption, retention, expansion, and overall satisfaction through ongoing strategic and technical engagement.
Build and maintain Customer Success Plans, define critical goals and key performance indicators, and track progress with customers over time.
Act as the primary GitLab liaison for assigned accounts, coordinating responses to questions, issues, and escalations across Support, Product Management, Sales, and Professional Services.
Design and deliver structured technical enablement programs, including discovery workshops, custom workshops, and asynchronous guidance, while maintaining clear boundaries between Customer Success advisory work and Professional Services implementation.
Support and lead account escalations by coordinating technical context, follow-up actions, customer communications, and clear exit criteria.
Analyze GitLab usage, adoption, and maturity signals to identify risks, prioritize interventions, and recommend next steps.

What you’ll bring
Practical understanding of Git, common branching strategies, and modern software development lifecycles.
Working knowledge of continuous integration, continuous deployment, and DevSecOps practices.
Experience guiding customers through technical or architectural decisions in complex enterprise environments.
Experience facilitating technical workshops, enablement programs, and structured customer adoption initiatives.
Experience partnering with customers to define business outcomes and translate them into actionable success plans, key goals, and measures.
Background in customer success, post-sales, or professional services roles focused on adoption, retention, and satisfaction.
Ability to manage a portfolio of customers, including handling escalations and coordinating across Support, Product Management, Sales, and Professional Services.
Strong communication, presentation, and organizational skills, with attention to detail and analytical thinking.
Experience planning and managing projects or initiatives in technical environments, including identifying training and enablement needs.
Alignment with GitLab’s values and interest in applying transferable skills from related roles or industries, with flexibility to travel as needed according to company policy.