Customer Success Engineer
The Customer Success Engineer (CSE) role provides subject matter expertise on GitLab technical and product solutions and best practices. CSEs work alongside CSMs to provide customers with technical guidance, go in-depth on use case implementation, and demonstrate the value of GitLab product capabilities.
The Intermediate CSE reports to the Manager/Senior Manager, CSE.
What you'll do
Engage with customers, through Zoom calls and emails, in a technical consultancy and advisor role during the post-sales process while providing technical and solution guidance
Provide technical, architectural and best practice guidance
Drive the achievement of measurable value (business outcomes), leading to product adoption, renewal, and expansion
Align with Account Executives and Renewals Managers to provide customer-facing subject matter expertise based on the customer’s business objectives
Focus on solution-based programs that are customized to fit an individual customer’s needs
Develop and collaborate on customer workshops, demos, and other enablement
Maintain specialty competency in one or more technologies related to GitLab’s market focus through activities such as training, certification and creation of working examples for reuse internally and by customers and partners
Continuously improve professional skills with a focus on personal mastery and team learning through activities such as training, reading and seeking mentorship from others
Contributes to our docs, YouTube channel, and other enablement programs such as the Digital Journey
What you'll bring
Experience with a GitLab use case (SCM, CI, CD, DevSecOps, Agile Planning) to provide in-depth customer guidance and enablement
Proficiency using DevSecOps tools or highly technical tooling in adjacent fields
Specialize in GitLab use cases to provide in-depth guidance and enablement to customers of all sizes, including large enterprise organizations
Technical experience in development or systems engineering
Demonstrated capacity to clearly and concisely communicate about complex technical, architectural, and/or organizational problems and propose thorough iterative solutions
Have demonstrated the ability to become a trusted technical advisor to customer and business leaders
Exceptional verbal, presentation, and written communication skills
Excellent time management and ability to work with several different teams at any given time
How GitLab will support you
All remote, asynchronous work environment
Flexible PTO (paid time off)
Home office support
Hiring 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 90 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.
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.
About the job
Apply for this position
Customer Success Engineer
The Customer Success Engineer (CSE) role provides subject matter expertise on GitLab technical and product solutions and best practices. CSEs work alongside CSMs to provide customers with technical guidance, go in-depth on use case implementation, and demonstrate the value of GitLab product capabilities.
The Intermediate CSE reports to the Manager/Senior Manager, CSE.
What you'll do
Engage with customers, through Zoom calls and emails, in a technical consultancy and advisor role during the post-sales process while providing technical and solution guidance
Provide technical, architectural and best practice guidance
Drive the achievement of measurable value (business outcomes), leading to product adoption, renewal, and expansion
Align with Account Executives and Renewals Managers to provide customer-facing subject matter expertise based on the customer’s business objectives
Focus on solution-based programs that are customized to fit an individual customer’s needs
Develop and collaborate on customer workshops, demos, and other enablement
Maintain specialty competency in one or more technologies related to GitLab’s market focus through activities such as training, certification and creation of working examples for reuse internally and by customers and partners
Continuously improve professional skills with a focus on personal mastery and team learning through activities such as training, reading and seeking mentorship from others
Contributes to our docs, YouTube channel, and other enablement programs such as the Digital Journey
What you'll bring
Experience with a GitLab use case (SCM, CI, CD, DevSecOps, Agile Planning) to provide in-depth customer guidance and enablement
Proficiency using DevSecOps tools or highly technical tooling in adjacent fields
Specialize in GitLab use cases to provide in-depth guidance and enablement to customers of all sizes, including large enterprise organizations
Technical experience in development or systems engineering
Demonstrated capacity to clearly and concisely communicate about complex technical, architectural, and/or organizational problems and propose thorough iterative solutions
Have demonstrated the ability to become a trusted technical advisor to customer and business leaders
Exceptional verbal, presentation, and written communication skills
Excellent time management and ability to work with several different teams at any given time
How GitLab will support you
All remote, asynchronous work environment
Flexible PTO (paid time off)
Home office support
Hiring 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 90 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.
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.