Customer Success Manager, GitLab
$77-166.5k
+ Equity Compensation & Employee Stock Purchase Plan. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary
One DevOps platform
Job no longer available
One DevOps platform
1001+ employees
Job no longer available
$77-166.5k
+ Equity Compensation & Employee Stock Purchase Plan. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary
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
- Experience in a customer-facing role focused on post-sales adoption, value realization, and advocacy
- Background in customer success, professional services, technical account management, or a related function with direct customer engagement
- Ability to understand and discuss Git, common branching strategies, and how customers use version control in their workflows
- Knowledge of the software development lifecycle, including typical development pipelines and tooling
- Familiarity with continuous integration, continuous deployment, and DevSecOps concepts and practices
- Skill in translating product usage data and technical details into clear, actionable insights for both technical and executive stakeholders
- Proven ability to build trusted advisor relationships, facilitate workshops, and guide customers through best practices and operational change
- Openness to learning, with transferable skills from adjacent roles or industries that support collaborative, outcome-focused customer partnerships
- Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application
What the job involves
- As a Customer Success Manager, you’ll help GitLab customers realize the full value of our DevSecOps platform by driving adoption, measurable outcomes, and long-term advocacy
- You’ll serve as a trusted advisor to a portfolio of customers, guiding them on Git, branching strategies, software development lifecycle, continuous integration, continuous deployment, and DevSecOps best practices
- In this role, you’ll connect customer goals with GitLab capabilities, lead workshops and Centers of Excellence efforts, and translate product usage data into clear, actionable recommendations for both customers and GitLab account teams
- You’ll collaborate closely with Product Management, Engineering, Sales, and Professional Services, with success in your first year measured by customer satisfaction, retention, and the strength of the strategic relationships you build
- Build and maintain a trusted advisor relationship with each assigned customer, focusing on adoption, measurable outcomes, and long-term satisfaction with GitLab
- Assist customers with expert deployment guidance, operational best practices, and establishing a GitLab Center of Excellence within their organization
- Lead and participate in workshops to help customers understand and use the full value of the GitLab solution across their software development lifecycle
- Measure and monitor customers’ progress against critical and key performance indicators, and share insights with GitLab account stakeholders and customer sponsors and executives
- Translate customer product usage data into clear, actionable recommendations that drive adoption and expansion of GitLab within customer environments
- Establish and manage regular touchpoints with customers in line with service level agreements to review strategic and technical objectives and adjust plans as needed
- Collaborate closely with Product Management, Engineering, Sales, and Professional Services to streamline issue resolution, share customer feedback, and align on customer success plans
- The Customer Success Management team at GitLab works with customers across regions to drive adoption of the GitLab DevSecOps platform, measure and communicate outcomes, and build long-term advocacy
- As a globally distributed, all-remote team, we collaborate asynchronously with Product Management, Engineering, Sales, Professional Services, and other groups to connect customer needs with GitLab’s product and services
- We focus on helping our customers establish GitLab best practices, including Centers of Excellence, and on turning usage data into actionable insights that support 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 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 team. It typically includes the hiring manager and 1-2 other team members. This is a 60 minute interview, with the following format:
- Live demonstration 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 Customer Success, 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: $435m
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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