Customer Success Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

GitLab

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2014

💼 Consulting

📣 Marketing

🤖 Artificial Intelligence

💰 Secondary Market on 2020-11

Consulting • Marketing • Artificial Intelligence

GitLab is the most comprehensive AI-powered DevSecOps platform, offering tools for automated software delivery, security, and compliance throughout the software development lifecycle. It provides solutions across areas such as AI-assisted development, continuous integration/continuous deployment (CI/CD), source code management, and vulnerability management. GitLab aims to simplify and accelerate software delivery by uniting development, security, and operations on a unified platform. It is particularly recognized for its AI code assistants and has been named a leader in the Gartner Magic Quadrant™ for DevOps Platforms, making it a preferred choice for many enterprises.

📋 Description

• Advise GitLab's largest and most complex customers on architectural strategy and connect the DevSecOps platform to business goals • Turn pre-sales command plans into concrete success plans and guide customers through the customer journey • Drive hands-on enablement, adoption, utilization, maturity, retention, growth, and customer satisfaction • Own a book of customers and serve as the primary GitLab liaison for questions and escalations • Coordinate with Product Management, Engineering, Sales, Professional Services, and Support • Lead Accelerator programs from discovery through measurement, defining outcomes, baselines, milestones, collaboration backlogs, and documented results • Guide customers on GitLab, DevSecOps best practices, Git workflows, CI/CD, and adoption patterns • Build and maintain Customer Success Plans, goals, KPIs, and progress tracking • Design and deliver technical enablement programs, discovery workshops, custom workshops, and asynchronous guidance • Coordinate account escalations, technical context, follow-up actions, customer communications, and exit criteria • Analyze GitLab usage, adoption, and maturity signals to identify risks and recommend interventions • Report into a Senior Manager within the North America Customer Success organization

🎯 Requirements

• 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 • Flexibility to travel as needed according to company policy • Team members are expected to incorporate AI into their daily workflows

🏖️ Benefits

• Benefits to support your health, finances, and well-being • Flexible Paid Time Off • Team Member Resource Groups • Equity Compensation & Employee Stock Purchase Plan • Growth and Development Fund • Parental Leave