Customer Success Manager
The Customer Success Management (CSM) team is accountable for customer adoption, measurable outcomes, customer satisfaction, and creating true customer advocacy. Additionally, the team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others. For more information, see the CSM handbook.
What you'll do
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
What you'll bring
Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions
Understanding of Git and typical branching strategies
Knowledge of software development lifecycle and development pipeline
Understanding of continuous integration, continuous deployment, DevSecOps
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 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 60 minute interview, with the following format:
Live demonstration 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.
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.
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.
#LI-DNI
The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.
United States Salary Range
$77,000—$166,500 USD
About the job
Apply for this position
Customer Success Manager
The Customer Success Management (CSM) team is accountable for customer adoption, measurable outcomes, customer satisfaction, and creating true customer advocacy. Additionally, the team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others. For more information, see the CSM handbook.
What you'll do
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
What you'll bring
Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions
Understanding of Git and typical branching strategies
Knowledge of software development lifecycle and development pipeline
Understanding of continuous integration, continuous deployment, DevSecOps
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 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 60 minute interview, with the following format:
Live demonstration 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.
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.
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.
#LI-DNI
The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.
United States Salary Range
$77,000—$166,500 USD