Customer Success Manager - East

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.

Role Overview

As a Customer Success Manager, you’ll help GitLab customers realize the full value of our DevSecOps platform by driving adoption, measurable outcomes, and long-term advocacy. You’ll serve as a trusted advisor to a portfolio of customers, guiding them on Git, branching strategies, software development lifecycle, continuous integration, continuous deployment, and DevSecOps best practices. In this role, you’ll connect customer goals with GitLab capabilities, lead workshops and Centers of Excellence efforts, and translate product usage data into clear, actionable recommendations for both customers and GitLab account teams.

What You'll Do

• Build Relationships: Maintain a trusted advisor relationship with each assigned customer, focusing on adoption, measurable outcomes, and long-term satisfaction.
• Provide Expert Guidance: Assist customers with deployment guidance, operational best practices, and establishing a GitLab Center of Excellence within their organization.
• Lead Workshops: Facilitate sessions to help customers understand and use the full value of the GitLab solution across their software development lifecycle.
• Monitor Progress: Measure and track customers’ progress against critical and key performance indicators, sharing insights with GitLab account stakeholders and customer executives.
• Analyze Usage Data: Translate customer product usage data into clear, actionable recommendations that drive adoption and expansion.
• Manage Touchpoints: Establish and manage regular touchpoints with customers to review strategic and technical objectives.
• Collaborate Cross-Functionally: Work closely with Product Management, Engineering, Sales, and Professional Services to streamline issue resolution and share customer feedback.

What You'll Bring

• Customer-Facing Experience: Background in customer success, professional services, technical account management, or a related function focused on post-sales adoption and value realization.
• Technical Knowledge: Ability to understand and discuss Git, common branching strategies, and how customers use version control in their workflows.
• SDLC & DevOps Familiarity: Knowledge of the software development lifecycle, typical development pipelines, tooling, CI/CD, and DevSecOps concepts.
• Data Translation Skills: Ability to translate product usage data and technical details into clear, actionable insights for both technical and executive stakeholders.
• Relationship Building: Proven ability to build trusted advisor relationships, facilitate workshops, and guide customers through operational change.

Compensation & Benefits

• Salary Range: $85,200 — $144,000 USD (US only; actual offer based on location, experience, and skills)
• Flexible Paid Time Off
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave
• Comprehensive Health, Finance, and Well-being Benefits