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Customer Success Manager at GitLab, Remote (Global)

The Customer Success Manager (CSM) role at GitLab is expected to serve and operate in the following ways and have product and domain expertise. The depth of knowledge in each area will progress within the CSM career ladder.

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
• Strategise on the overall objectives and long-range goals of the team
• Provide mentorship for Associate and Intermediate CSMs to help them grow their knowledge and provide premium customer experience
• Work cross-departmentally to find solutions to complex scenarios and integration issues
• Demonstrate leadership in new feature and technology adoption and teaching by providing regular enablement and solution overview sessions and documentation for customers and other GitLab team-members
• Foster team collaboration and help increase team expertise
• Maintain deep knowledge of the GitLab platform
• Clearly communicate and drive adoption of complex solutions, with constant attention to promoting “boring solutions”

What you’ll bring

• Ability to translate business requirements into business value, and work with sales and marketing to promote value-driven solutions
• Strong knowledge of Customer Success best practices, with experience in defining process and providing enablement programs to promote adoption in CS and across the company
• Expert in GitLab usage and able to train others in its usage
• Advanced knowledge of software development lifecycle and development pipeline
• Advanced project management experience & skills
• Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions

How GitLab will support you

• Benefits to support your health, finances, and well-being
• All remote, asynchronous work environment
• Flexible PTO (paid time off)
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and development budget 
• Parental leave
• Home office support

Hiring process

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 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.