Customer Success Manager

Details

GitLab is the intelligent orchestration platform for DevSecOps used to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. This Customer Success Manager role is focused on helping customers realize the full value of the GitLab DevSecOps platform by driving adoption, measurable outcomes, and long-term advocacy. The team embraces AI as a core productivity multiplier and expects team members to incorporate AI into daily workflows.

Responsibilities

• Build and maintain trusted advisor relationships with an assigned portfolio of customers, focusing on adoption, measurable outcomes, and long-term satisfaction with GitLab.
• Assist customers with expert deployment guidance, operational best practices, and establishing a GitLab Center of Excellence.
• Lead and participate in workshops to help customers understand and use the GitLab solution across the software development lifecycle.
• Measure and monitor customers’ progress against critical and key performance indicators, and share insights with GitLab account stakeholders and customer sponsors and executives.
• Translate customer product usage data into clear, actionable recommendations that drive adoption and expansion of GitLab.
• Establish and manage regular touchpoints with customers in line with service level agreements to review strategic and technical objectives and adjust plans as needed.
• Collaborate closely with Product Management, Engineering, Sales, and Professional Services to streamline issue resolution, share customer feedback, and align on customer success plans.

Requirements

• Experience in a customer-facing role focused on post-sales adoption, value realization, and advocacy.
• Background in customer success, professional services, technical account management, or related function with direct customer engagement.
• Ability to understand and discuss Git, common branching strategies, and how customers use version control in their workflows.
• Knowledge of the software development lifecycle, including development pipelines and tooling.
• Familiarity with continuous integration, continuous deployment, and DevSecOps concepts and practices.
• Skill in translating product usage data and technical details into clear, actionable insights for both technical and executive stakeholders.
• Proven ability to build trusted advisor relationships, facilitate workshops, and guide customers through best practices and operational change.
• Openness to learning, with transferable skills from adjacent roles or industries that support collaborative, outcome-focused customer partnerships.

About the team

The Customer Success Management team at GitLab is a globally distributed, all-remote team working with customers across regions to drive adoption of the GitLab DevSecOps platform, measure and communicate outcomes, and build long-term advocacy. The team collaborates asynchronously with Product Management, Engineering, Sales, Professional Services, and other groups to connect customer needs with GitLab’s product and services.

Compensation and other notes

• United States Salary Range: $85,200 - $144,000 USD (base salary range for this role’s listed level is currently for residents of the United States only). The base salary range does not include bonuses, equity, or benefits.
• GitLab hires in many countries and roles are remote, though some roles may have location-based eligibility requirements. The Talent Acquisition team can provide location guidance during the recruiting process.

Benefits

• Benefits to support health, finances, and well-being.
• Flexible Paid Time Off.
• Team Member Resource Groups.
• Equity Compensation & Employee Stock Purchase Plan.
• Growth and Development Fund.
• Parental Leave.