Customer Success Manager

Sobre el puesto

<div class="content-intro"><p>GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster.</p> <p>The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values&nbsp;and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. <a href="https://www.youtube.com/watch?v=OuZIb5zszQI">Co-create the future with us</a> as we build technology that transforms how the world develops software.</p> <p>*<em>Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab.</em></p></div><p>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.</p> <p>Additionally, our team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others.&nbsp;<a href="https://handbook.gitlab.com/handbook/customer-success/csm">CSM handbook</a> has a lot more information regarding the team and responsibilities.</p> <h2>What you'll do</h2> <ul> <li>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</li> <li>Know the GitLab platform, our more common best practices, and use cases in order to guide the customer</li> <li>Understand the customer journey and be able to guide them on future adoption</li> <li>Act as the GitLab liaison for GitLab questions, issues, or escalations. Collaborate with GitLab Support, Product Management (i.e., roadmaps), or other teams as needed</li> <li>Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction</li> <li>Remain knowledgeable and up-to-date on GitLab releases</li> </ul> <h2>What you'll bring</h2> <ul> <li>Understanding of Git and typical branching strategies is a must for this role</li> <li>Knowledge of software development lifecycle and development pipeline</li> <li>Understanding of continuous integration, continuous deployment, DevSecOps &amp; AI</li> <li>Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention</li> <li>Experience partnering with customers to define and achieve business outcomes</li> <li>Familiarity working with customers of sizes relevant to the assigned&nbsp;<a href="https://handbook.gitlab.com/handbook/customer-success/csm/segment/#segments">segment</a></li> <li>Exceptional verbal, written, organizational, presentation, and communications skills</li> <li>Detailed oriented and analytical</li> <li>Strong team player but self-starter</li> <li>Project management experience &amp; skills</li> <li>Strong technical, analytic, and problem-solving skills</li> <li>Alignment with our&nbsp;<a href="https://handbook.gitlab.com/handbook/values/">values</a>, and willingness to work in accordance with those values</li> <li>Willingness to travel if needed and comply with the company’s&nbsp;<a href="https://handbook.gitlab.com/handbook/travel/">travel policy</a></li> <li>Fluent English</li> </ul> <div class="c-message_actions__container c-message__actions">&nbsp;</div> <div><span style="font-size: xx-small;"><span style="color: white;">Remote-Global</span></span></div><div class="content-conclusion"><h4><strong>How GitLab Supports Full-Time Employees</strong></h4> <ul> <li><a href="https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/">Benefits to support your health, finances, and well-being</a></li> <li><a href="https://handbook.gitlab.com/handbook/people-group/time-off-and-absence/time-off-types/#flexible-paid-time-off-pto">Flexible Paid Time Off&nbsp;</a></li> <li><a href="https://handbook.gitlab.com/handbook/company/culture/inclusion/tmrg-tmag/">Team Member Resource Groups</a></li> <li><a href="https://handbook.gitlab.com/handbook/total-rewards/stock-options/">Equity Compensation &amp; Employee Stock Purchase Plan</a></li> <li><a href="https://handbook.gitlab.com/handbook/people-group/learning-and-development/growth-and-development/">Growth and Development Fund</a></li> <li><a href="https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/#parental-leave">Parental Leave</a>&nbsp;</li> </ul> <p>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 <a href="https://about.gitlab.com/company/culture/inclusion/#examples-of-select-underrepresented-groups">underrepresented groups</a> 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.</p> <hr> <p><strong>Country Hiring Guidelines: </strong>GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.&nbsp;&nbsp;</p> <p><strong>Privacy Policy: </strong>Please review our <a href="https://handbook.gitlab.com/handbook/hiring/candidate-faq/recruitment-privacy-policy/" target="_blank">Recruitment Privacy Policy.</a> Your privacy is important to us.</p> <p>GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also&nbsp;<a href="https://about.gitlab.com/handbook/people-policies/inc-usa/#equal-employment-opportunity-policy" target="_blank">GitLab’s EEO Policy</a>&nbsp;and&nbsp;<a href="https://about.gitlab.com/handbook/labor-and-employment-notices/#eeoc-us-equal-employment-opportunity-commission-notices" target="_blank">EEO is the Law</a>. If you have a disability or special need that requires&nbsp;<a href="https://about.gitlab.com/handbook/people-policies/inc-usa/#reasonable-accommodation" target="_blank">accommodation</a>, please let us know during the&n