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

Git

Mid and Senior level

Remote from Canada, US

More information about location

One DevOps platform

Job no longer available

One DevOps platform

1001+ employees

B2BSaaSDevOps

Job no longer available

$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

Git

Mid and Senior level

Remote from Canada, US

More information about location

1001+ employees

B2BSaaSDevOps

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.

Job

Company

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 capitalise on the recent trend toward rapid digital transformation and remote working. This trend is expected 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

Top investors

15% employee growth in 12 months

Glassdoor (3.9)

Trustpilot (1.5)

Company

Funding (last 2 of 8 rounds)

Sep 2019

$268m

SERIES E

Dec 2018

$20m

SERIES D

Total funding: $434.7m

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 HQ

Financial District, San Francisco, CA

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.

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