Customer Success Manager (East)

The Customer Success Management (CSM) team focuses on the themes of align, enable, and expand. We align with customers’ desired business outcomes, enable them on their existing use cases, and work with them to expand into additional use cases, ensuring ongoing and ever-improving customer return-on-investment.

Additionally, our team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others. Read more in the CSM handbook.

Responsibilities

• Partner with our customers in taking what was established in the pre-sales command plan, and turning the customers desired positive business outcomes into actionable objectives

• Know the GitLab platform, our more common best practices, and use cases in order to guide the customer

• Understand the customer journey and be able to guide them on future adoption

• Act as the GitLab liaison for GitLab questions, issues, or escalations. Work with GitLab Support, Product Management (i.e., roadmaps), or other teams as needed

• Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction

• Remain knowledgeable and up-to-date on GitLab releases

• Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our solution and services

• Assist and provide expert deployment, operational best practices, and establishing a GitLab Center of Excellence

• Assist in workshops to help customers leverage the full value of GitLab solution

• Measure and monitor customers’ achievement of critical and key performance indicators, reporting both internally to GitLab account stakeholders and externally to Customer Sponsors and Executives

• Translate customer product usage data into actionable advice for customers

• Establish regular touchpoints with assigned customers per the established SLAs, to review progress against strategic and technical objectives

Requirements

• Ability to use GitLab and willing to work with Git and GitLab whenever possible

• Understanding of Git and typical branching strategies

• Knowledge of software development lifecycle and development pipeline

• Understanding of continuous integration, continuous deployment, DevSecOps

• Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention

• Familiarity working with customers of all sizes, especially large enterprise organizations

• Exceptional verbal, written, organizational, presentation, and communications skills

• Detailed oriented and analytical

• Strong team player but self-starter

• Project management experience & skills

• Strong technical, analytic, and problem-solving skills

• Share our values, and work in accordance with those values

• Ability to travel if needed and comply with the company’s travel policy

Hiring Process

Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process. To learn more about someone who may be conducting the interview, find their job title on our team page.

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 Manager 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 Manager team. It typically includes the hiring manager and 1-2 other team members. This is a 90 minute interview, with the following format:

• Presentation 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 CSMs, 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.

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