Customer Success Manager, GitLab
$93.3-199.8k
California/Colorado/Hawaii/New Jersey/New York/Washington/DC/Illinois/Minnesota pay range + Equity Compensation & Employee Stock Purchase Plan
One DevOps platform
Be an early applicant
One DevOps platform
1001+ employees
Be an early applicant
$93.3-199.8k
California/Colorado/Hawaii/New Jersey/New York/Washington/DC/Illinois/Minnesota pay range + Equity Compensation & Employee Stock Purchase Plan
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 translate business requirements into business value, and work with sales and marketing to promote value-driven solutions
- Strong knowledge of Customer Success best practices, with experience in defining process and providing enablement programs to promote adoption in CS and across the company
- Expert in GitLab usage and able to train others in its usage
- Advanced knowledge of software development lifecycle and development pipeline
- Advanced project management experience & skills
- Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions
What the job involves
- The Customer Success Management (CSM) team is accountable for customer adoption, measurable outcomes, customer satisfaction, and creating true customer advocacy
- Additionally, our team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others. CSM handbook
- The Customer Success Manager(CSM) role at GitLab is expected to serve and operate in the following ways and have product and domain expertise. The depth of knowledge in each area will progress within the CSM career ladder
- Provide immediate onboarding activities
- 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
- Strategize on the overall objectives and long-range goals of the team
- Provide mentorship for Associate and Intermediate CSMs to help them grow their knowledge and provide premium customer experience
- Work cross-departmentally to find solutions to complex scenarios and integration issues
- Demonstrate leadership in new feature and technology adoption and teaching by providing regular enablement and solution overview sessions and documentation for customers and other GitLab team-members
- Foster team collaboration and help increase team expertise
- Maintain deep knowledge of the GitLab platform
- Clearly communicate and drive adoption of complex solutions, with constant attention to promoting “boring solutions”
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
- Peer Interview
- The peer interview is the with an Account Executive from the Sales team that the CSM works with. It is a 30 minute interview
- Panel Interview
- The panel interview consists of several members of the Customer Success team. It typically includes the hiring manager and 2 other team members. This is a 60 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 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
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
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: $434.6m
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 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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