Account Manager
As an Account Manager, you will own the first year of the customer relationship, guiding new GitLab customers from initial purchase to becoming growth-ready accounts. You’ll focus on rapid activation, value-driven engagement, and early expansion readiness, ensuring customers realise meaningful outcomes from GitLab in their first 90 days and beyond. Partnering closely with Account Executives, Customer Success Engineers, Professional Services, and other field teams, you will lead the strategy and execution of first-year engagement plans that drive adoption, utilisation, and expansion pipeline. Reporting into the Renewal Management organisation, you will proactively manage the first 12 months of the customer lifecycle with clear success plans, regular value touch points, and a strong focus on commercial outcomes. In your first year, you’ll help refine and execute the 90×90 success framework, improve forecasting and early risk detection, and create seamless handoffs that set customers up for long-term growth with GitLab. This is a key opportunity to directly influence net revenue retention by turning new customers into loyal, expanding GitLab advocates.
Serving as the primary relationship owner for new customers in their first 12 months, driving rapid onboarding, activation, and early value realisation through the 90×90 success framework
Partnering with Account Executives, Customer Success Engineers, and Professional Services to remove barriers to adoption, run value-based touch points and business reviews, and build a clear roadmap for renewal and expansion
What you’ll do
Serve as the primary relationship owner for first-order customers throughout their first 12 months, ensuring a smooth transition from new customer to growth-ready account.
Execute the 90×90 success framework to drive rapid activation and early value realisation, targeting 90% license utilisation by day 90 to create a strong foundation for adoption and expansion.
Drive revenue growth by building and managing a healthy expansion pipeline, qualifying opportunities, and partnering with Account Executives to advance and close upsell and cross-sell deals.
Maintain strategic, value-focused engagement with key stakeholders across your accounts to understand their goals, uncover new use cases, and proactively identify whitespace for growth.
Lead the first renewal at month 12 by aligning on outcomes, addressing risks early, and positioning contract retention and expansion opportunities that support long-term customer success.
Coordinate cross-functional resources (such as Customer Success Engineers and Professional Services) to remove barriers to adoption, accelerate time-to-value, and support successful implementations.
Develop and maintain accurate revenue forecasts for your book of business, including renewal probability, expansion pipeline, and at-risk revenue, and share insights through regular forecasting cadences.
Contribute to and continuously improve revenue-driving playbooks, Success Plans, and best practices based on data, customer feedback, and observed trends across your first-year customer cohorts.
What you’ll bring
Background in account management, customer success, or similar customer-facing work, with the ability to guide customers through their first year and set them up for growth.
Strong relationship management skills, with the ability to become a trusted advisor to multiple stakeholders within an account, understand their business goals, and connect GitLab solutions to clear outcomes.
Ability to drive product adoption and early value realisation for new customers, using structured onboarding or activation approaches to deliver outcomes in the first 90 days.
Commercial acumen to identify and progress expansion opportunities, partner with Account Executives on pipeline, and support renewal and contract discussions that balance customer needs with GitLab’s commercial objectives.
Ability to work with revenue and pipeline data for a defined book of business, collaborating on forecasts and clearly communicating renewal, expansion, and risk insights in regular forecasting cadences.
Effective written and verbal communication skills, including comfort leading value conversations, business reviews, and success planning sessions with both business and technical audiences.
Ability to work autonomously and asynchronously in a fully remote, metrics-driven environment, staying organized across multiple accounts and aligning to GitLab’s processes, tools, and values.
About the team
The Account Management team at GitLab is dedicated to guiding new customers through their critical first year, helping them quickly realize value and setting them up for long-term growth. We build and manage strategic relationships with first-order customers to understand their goals, drive adoption, and position accounts for expansion and renewal. Composed of experienced account management, customer success, and revenue-focused professionals distributed across multiple regions, our team operates asynchronously to support customers across markets and time zones. We focus on delivering predictable activation, creating expansion-ready pipelines, and collaborating closely with sales and field teams to reduce churn risk and improve net revenue retention.
About the job
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Account Manager
As an Account Manager, you will own the first year of the customer relationship, guiding new GitLab customers from initial purchase to becoming growth-ready accounts. You’ll focus on rapid activation, value-driven engagement, and early expansion readiness, ensuring customers realise meaningful outcomes from GitLab in their first 90 days and beyond. Partnering closely with Account Executives, Customer Success Engineers, Professional Services, and other field teams, you will lead the strategy and execution of first-year engagement plans that drive adoption, utilisation, and expansion pipeline. Reporting into the Renewal Management organisation, you will proactively manage the first 12 months of the customer lifecycle with clear success plans, regular value touch points, and a strong focus on commercial outcomes. In your first year, you’ll help refine and execute the 90×90 success framework, improve forecasting and early risk detection, and create seamless handoffs that set customers up for long-term growth with GitLab. This is a key opportunity to directly influence net revenue retention by turning new customers into loyal, expanding GitLab advocates.
Serving as the primary relationship owner for new customers in their first 12 months, driving rapid onboarding, activation, and early value realisation through the 90×90 success framework
Partnering with Account Executives, Customer Success Engineers, and Professional Services to remove barriers to adoption, run value-based touch points and business reviews, and build a clear roadmap for renewal and expansion
What you’ll do
Serve as the primary relationship owner for first-order customers throughout their first 12 months, ensuring a smooth transition from new customer to growth-ready account.
Execute the 90×90 success framework to drive rapid activation and early value realisation, targeting 90% license utilisation by day 90 to create a strong foundation for adoption and expansion.
Drive revenue growth by building and managing a healthy expansion pipeline, qualifying opportunities, and partnering with Account Executives to advance and close upsell and cross-sell deals.
Maintain strategic, value-focused engagement with key stakeholders across your accounts to understand their goals, uncover new use cases, and proactively identify whitespace for growth.
Lead the first renewal at month 12 by aligning on outcomes, addressing risks early, and positioning contract retention and expansion opportunities that support long-term customer success.
Coordinate cross-functional resources (such as Customer Success Engineers and Professional Services) to remove barriers to adoption, accelerate time-to-value, and support successful implementations.
Develop and maintain accurate revenue forecasts for your book of business, including renewal probability, expansion pipeline, and at-risk revenue, and share insights through regular forecasting cadences.
Contribute to and continuously improve revenue-driving playbooks, Success Plans, and best practices based on data, customer feedback, and observed trends across your first-year customer cohorts.
What you’ll bring
Background in account management, customer success, or similar customer-facing work, with the ability to guide customers through their first year and set them up for growth.
Strong relationship management skills, with the ability to become a trusted advisor to multiple stakeholders within an account, understand their business goals, and connect GitLab solutions to clear outcomes.
Ability to drive product adoption and early value realisation for new customers, using structured onboarding or activation approaches to deliver outcomes in the first 90 days.
Commercial acumen to identify and progress expansion opportunities, partner with Account Executives on pipeline, and support renewal and contract discussions that balance customer needs with GitLab’s commercial objectives.
Ability to work with revenue and pipeline data for a defined book of business, collaborating on forecasts and clearly communicating renewal, expansion, and risk insights in regular forecasting cadences.
Effective written and verbal communication skills, including comfort leading value conversations, business reviews, and success planning sessions with both business and technical audiences.
Ability to work autonomously and asynchronously in a fully remote, metrics-driven environment, staying organized across multiple accounts and aligning to GitLab’s processes, tools, and values.
About the team
The Account Management team at GitLab is dedicated to guiding new customers through their critical first year, helping them quickly realize value and setting them up for long-term growth. We build and manage strategic relationships with first-order customers to understand their goals, drive adoption, and position accounts for expansion and renewal. Composed of experienced account management, customer success, and revenue-focused professionals distributed across multiple regions, our team operates asynchronously to support customers across markets and time zones. We focus on delivering predictable activation, creating expansion-ready pipelines, and collaborating closely with sales and field teams to reduce churn risk and improve net revenue retention.