Customer Success Manager, GitLab
AMER, West
$103.6-222k
OTE
$77.7-166.5k
BASE
Plus Equity Compensation & Employee Stock Purchase Plan. Pay range is for candidates in California/Colorado/Hawaii/New Jersey/New York/Washington only. Pay range for other locations may vary
More information about location
One DevOps platform
Be an early applicant
One DevOps platform
1001+ employees
Be an early applicant
$103.6-222k
OTE
$77.7-166.5k
BASE
Plus Equity Compensation & Employee Stock Purchase Plan. Pay range is for candidates in California/Colorado/Hawaii/New Jersey/New York/Washington only. Pay range for other locations may vary
More information about location
1001+ employees
Company mission
To make it so that everyone can contribute. When everyone can contribute, users become contributors and we greatly increase the rate of innovation.
Role
Who you are
- 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
- Understanding of continuous integration, continuous deployment, DevSecOps
What the job involves
- We are hiring a Customer Success Manager to support accounts in the West sales territory of North America
- The Customer Success Management (CSM) team focuses on the themes of align, enable, and expand
- This role is responsible for customer adoption, measurable outcomes, customer satisfaction, and creating true customer advocacy
- Additionally, the CSM team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others
- Work with assigned customers to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals
- Manage account escalations
- Provide insights with respect to the availability and applicability of new features in GitLab as relevant
- Support GitLab Services in identifying and recommending training opportunities
- 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 touchpoints with assigned customers per the established SLAs, to review progress against strategic and technical objectives
Application process
- Please keep in mind that candidates can be declined from the position at any stage of the process
- Recruiter Screening
- Qualified candidates will be invited to schedule a 30 minute screening call with 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 60-90 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 30 minute interview
- Reference and Background Check
- Once the candidate has successfully completed all interview stages with positive recommendations at each stage, GitLab will complete reference checks and a background check
Our take
GitLab is an open-source collaboration platform for developers. It enables teams to build code quickly from anywhere without compromising on security or quality. GitLab already has an estimated 30M+ users from all over the world.
According to a 2021 GitLab report, 60% of developers can release code 2x faster with DevOps platforms that bring teams together and accelerate processes. It stands out by catering to programmers of all experiences. Gitlab's version control system helps streamline the process of creating, maintaining, and deploying code, whoever you are.
GitLab was in the right place to capitalize on the recent trend toward rapid digital transformation and remote working. This trend is expected to continue to grow, and with it, GitLab's popularity. With its successful 2021 IPO and the patronage of major brands such as Nasdaq and Jaguar Land Rover, GitLab is expected to solidify its position as the go-to platform for development teams.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Sep 2019
$268m
SERIES E
Dec 2018
$20m
SERIES D
Total funding: $432.6m
Company benefits
- We offer benefits to manage your health, wealth, and well-being regardless of location
- Flexibility in schedule to be there for life’s important moments
- Equity compensation & Employee Stock Purchase Plan offered
- Generous Paid Time Off
Company values
- Collaboration - We prioritize things that help us work together effectively, such as assuming positive intent, saying “thanks” and “sorry,” and giving timely feedback.
- Results - We operate with a sense of urgency and bias for action, and we do what we promise — to each other, customers, users, and investors.
- Efficiency - From choosing boring solutions to documenting everything and being managers of one, we strive to make fast progress on the right things.
- Diversity, Inclusion, & Belonging - We work to ensure GitLab is a place where people from every background and circumstance feel like they belong and can thrive.
- Iteration - We aim to do the smallest viable and valuable thing, and get it out quickly for feedback.
- Transparency - Everything we do is public by default, from our company handbook to the issue trackers for our product.
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Sid Sijbrandij
(CEO)Studied Physics at the University of Twente. Interned at P&G and IBM. Was Lead Architect at the Netherlands' Ministry of Justice from 2009 to 2012. Founded app store Comcoaster in 2008, and then co-founded GitLab in 2012.
Diversity, Equity & Inclusion at GitLab
- Diversity, Inclusion, & Belonging is woven into our values and everything we do
- GitLab is home to many dedicated Team Member Resource Groups
- GitLab is a global, multi-cultural organization with team members all over the world
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