Customer Success Manager, GitLab
East
$77.7-166.5k
Salary dependent on candidates location
One DevOps platform
Job no longer available
One DevOps platform
1001+ employees
Job no longer available
$77.7-166.5k
Salary dependent on candidates 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
- Ability to use GitLab and willing to work with Git and GitLab whenever possible
- Understanding of Git and typical branching strategies
- Knowledge of software development lifecycle and development pipeline
- Understanding of continuous integration, continuous deployment, DevSecOps
- Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention
- Familiarity working with customers of all sizes, especially large enterprise organizations
- Exceptional verbal, written, organizational, presentation, and communications skills
- Detailed oriented and analytical
- Strong team player but self-starter
- Project management experience & skills
- Strong technical, analytic, and problem-solving skills
- Share our values, and work in accordance with those values
- Ability to travel if needed and comply with the company’s travel policy
What the job involves
- Partner with our customers in taking what was established in the pre-sales command plan, and turning the customers desired positive business outcomes into actionable objectives
- Know the GitLab platform, our more common best practices, and use cases in order to guide the customer
- Understand the customer journey and be able to guide them on future adoption
- Act as the GitLab liaison for GitLab questions, issues, or escalations. Work with GitLab Support, Product Management (i.e., roadmaps), or other teams as needed
- Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction
- Remain knowledgeable and up-to-date on GitLab releases
- 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
- 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 90 minute interview, with the following format:
- Presentation 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 CSMs, 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
15% employee growth in 12 months
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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