Senior Customer Success Manager

Who you are

You have a proven track record in customer success management, ideally within the software or technology sector — you understand the importance of aligning customer objectives with product capabilities and have experience in driving customer engagement and satisfaction. Your communication skills are exceptional, allowing you to build strong relationships with clients and effectively convey complex technical concepts in an accessible manner. You are proactive in identifying customer needs and are skilled at developing tailored strategies to ensure their success with the product. You thrive in a collaborative environment and enjoy working closely with cross-functional teams to deliver value to customers. You are comfortable using data to inform your decisions and can analyze customer feedback to drive continuous improvement. You are passionate about technology and are eager to help customers leverage AI-powered solutions to enhance their workflows.

What you'll do

As a Senior Customer Success Manager at GitLab, you will be responsible for guiding customers through their journey with our DevSecOps platform — you will partner with them post-sale to ensure they achieve their desired business outcomes. You will conduct regular check-ins with customers to assess their progress and identify any challenges they may face, providing them with the necessary resources and support to overcome these hurdles. You will work closely with the sales and product teams to relay customer feedback and advocate for their needs, ensuring that our offerings continue to evolve in line with customer expectations. You will develop and deliver training sessions to help customers maximize their use of the platform, fostering a culture of continuous learning and improvement. You will also track customer engagement metrics and use this data to inform your strategies and initiatives, ensuring that customers receive the highest level of service and support. Your role will be pivotal in driving customer retention and satisfaction, ultimately contributing to the overall success of GitLab.

What we offer

At GitLab, we offer a dynamic and inclusive work environment where innovation thrives — you will have the opportunity to work with industry leaders and contribute to a mission-driven company that values collaboration and knowledge exchange. We provide competitive compensation and benefits, along with opportunities for professional growth and development. Our culture encourages you to bring your whole self to work, and we believe that diverse teams build better products. Join us in co-creating the future of software development and making a meaningful impact in the tech industry.