Description

Job Title: 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

• 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

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