Senior Customer Success Operations Analyst, GitLab
Gainsight Admin
$80.6-172.8k
Salary partially dependent on location
One DevOps platform
Job no longer available
One DevOps platform
1001+ employees
Job no longer available
$80.6-172.8k
Salary partially dependent on 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
- Extensive experience supporting Customer Success
- Level 3 Gainsight certified
- Self-sufficient, ability to handle ambiguity and multiple stakeholders
- Ability to intake requests, design, define requirements, build, and train CSMs
- Strong operational experience with leading CS or Sales operations teams focused on post-sale initiatives
- Demonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and OKR management
- Articulate to transfer technical to business
- Gainsight evangelist; knows the product so well and is a big promoter and proponent of it; able to espouse the virtues and values of it within GitLab
- Progressive experience building and maintaining tools such as Gainsight, Salesforce, Mavenlink, and/or other Customer Success
- Progressive experience in program management and/or operations
- Experience with Customer Success Management systems (e.g., Gainsight/Totango/Client Success/etc., digital marketing tools)
- Excellent problem solving, project management, interpersonal and organizational skills
- Interest in GitLab, and open source software
- You share our values and work in accordance with those values
What the job involves
- Develop and implement lifecycle processes, policies, and metrics to support customer outcomes and business growth, assisting to define appropriate touch points (i.e., human-led and digital) throughout the customer journey (pre and post-initial sale)
- Develop methods, processes, systems, and tools to support our customers in each segment: enterprise, mid-market, and SMB Create and coordinate key reporting for GitLab leadership team, partnering with the Analyst team to provide reporting on customer adoption, sentiment, advocacy, and business results (i.e., forecasts, renewals, expansions, churn)
- Curate content and playbooks to allow the team to more efficiently and consistently deliver customer outcomes
- Identify opportunities for process automation and optimization, with a focus on scalability and driving significant growth
- Collaborate with Customer Success enablement to develop training and enablement to drive efficiency
- Support the development and rollout of systems and digital tools to improve the team’s effectiveness and efficiency and provide increased customer insights through data, automation, and telemetry
- Customer Success Operations Analyst Requirements
- Extends that of the Associate Customer Success Operations Analyst
- Significant oversight in Gainsight and/or other system architecture
- Leads cross-functional team initiatives and provides oversight to Customer Success
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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