Senior Customer Communications Manager, GitLab
$114.2-168k
Salary applicable for candidates based in CA, CO, HI, NJ, NY, WA, IL & MN, may vary in other locations + Employee Stock Purchase Plan & Equity Compensation
One DevOps platform
Open for applications
One DevOps platform
1001+ employees
Open for applications
$114.2-168k
Salary applicable for candidates based in CA, CO, HI, NJ, NY, WA, IL & MN, may vary in other locations + Employee Stock Purchase Plan & Equity Compensation
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
- The successful candidate will be a skilled communicator, capable of managing both proactive and reactive communications, while continuously seeking ways to enhance the customer experience
- Experience in customer communications, customer success, or a related role within a high-growth SaaS or tech environment
- Exceptional written and verbal communication skills, with the ability to translate technical information into user-friendly content
- Experience with incident management communications and crisis response
- Familiarity with DevSecOps, or related technologies is advantageous
- Demonstrated ability to work collaboratively across different departments and manage multiple priorities
- Strong attention to detail and the ability to manage projects in a fast-paced environment
- Proficiency with communication platforms and tools such as email marketing software, CRM systems, or in-app messaging platforms
What the job involves
- We are seeking a Senior Customer Communications Manager to take ownership of customer-facing communication efforts and ensure our customers receive timely, clear, and valuable updates on product developments, incidents, and key company initiatives
- This role requires close collaboration with many teams, including Customer Success, Product, Marketing, Engineering, and Legal, to ensure messaging is accurate, consistent, and aligned with our brand tone and corporate goals
- The Communications Manager will play a critical role in maintaining a high level of transparency and trust with our customer base
- Product and Feature Updates: Partner with the Product Marketing team to develop and implement communication plans to keep customers informed about product updates, new features, and enhancements. Ensure messaging is clear, relevant, and accessible to different customer segments
- Incident Communications: Lead global customer communications during service interruptions, outages, or other critical incidents, recognizing that incidents may occur outside of normal work hours. Collaborate closely with internal teams to ensure real-time updates and post-incident summaries are delivered effectively, thoughtfully, and in a timely manner, regardless of time zone. Play a key role in maintaining playbooks for incident communication to ensure rapid deployment when needed
- Customer Engagement: Collaborate with the Customer Success, Marketing, and Legal teams to distribute customer newsletters, updates, and engagement materials, tailored to different customer journeys and segments
- Cross-Functional Alignment: Serve as a key liaison between customer-facing teams and internal departments (including Product, Marketing, Engineering, and Legal) to ensure all customer communications are accurate, timely, and aligned with the latest product and service developments
- Content Creation: Draft, review, and edit customer-facing communications, including emails, in-app messages, blog posts, and knowledge base articles, ensuring alignment with GitLab’s tone and style
- Feedback and Continuous Improvement: Regularly gather feedback from customers and internal stakeholders to refine communication strategies and ensure relevance and clarity
- Crisis Management: Execute established communication plans for potential service disruptions or crises, owning communications to current customers
- Metrics and Performance: Track the effectiveness of communication efforts using key metrics such as open rates, engagement levels, and customer feedback. Present insights and recommendations to improve future communication strategies
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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