Customer Success Manager
We are currently hiring a Customer Success Manager in Brazil for our team supporting Latin America and South America. The Customer Success Management (CSM) team focuses on the themes of align, enable, and expand. CSMs provide customers with technical guidance, go in-depth on use case implementation, and demonstrate the value of GitLab product capabilities.
What you'll do
Provide immediate onboarding activities
Work with assigned customers to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals
Manage account escalations
Provide insights with respect to the availability and applicability of new features in GitLab as relevant
Support GitLab Services in identifying and recommending training opportunities
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 touch points with assigned customers per the established SLAs, to review progress against strategic and technical objectives
What you'll bring
Ability to engage in business conversations in English, Portuguese, and Spanish
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
How GitLab will support you
All remote, asynchronous work environment
Flexible PTO (paid time off)
Home office support
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.
Peer Interview
The peer interview is the with an Account Executive from the LATAM Sales team that the CSM works with. It is a 30 minute interview.
Panel Interview
The panel interview consists of several members of the Customer Success team. It typically includes the hiring manager and 2 other team members. This is a 60 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 Manager
We are currently hiring a Customer Success Manager in Brazil for our team supporting Latin America and South America. The Customer Success Management (CSM) team focuses on the themes of align, enable, and expand. CSMs provide customers with technical guidance, go in-depth on use case implementation, and demonstrate the value of GitLab product capabilities.
What you'll do
Provide immediate onboarding activities
Work with assigned customers to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals
Manage account escalations
Provide insights with respect to the availability and applicability of new features in GitLab as relevant
Support GitLab Services in identifying and recommending training opportunities
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 touch points with assigned customers per the established SLAs, to review progress against strategic and technical objectives
What you'll bring
Ability to engage in business conversations in English, Portuguese, and Spanish
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
How GitLab will support you
All remote, asynchronous work environment
Flexible PTO (paid time off)
Home office support
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.
Peer Interview
The peer interview is the with an Account Executive from the LATAM Sales team that the CSM works with. It is a 30 minute interview.
Panel Interview
The panel interview consists of several members of the Customer Success team. It typically includes the hiring manager and 2 other team members. This is a 60 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.