Customer Success Manager - GitLab

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.

About the Role

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. You’ll collaborate closely with Product Management, Engineering, Sales, and Professional Services, with success in your first year measured by customer satisfaction, retention, and the strength of the strategic relationships you build.

What You'll Do

• Build Trusted Relationships: Establish and maintain a trusted advisor relationship with each assigned customer, focusing on adoption, measurable outcomes, and long-term satisfaction.
• Provide Expert Guidance: Assist customers with expert deployment guidance, operational best practices, and establishing a GitLab Center of Excellence within their organization.
• Lead Workshops: Facilitate workshops to help customers understand and utilize the full value of the GitLab solution across their software development lifecycle.
• Monitor Progress: Measure and monitor 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 of GitLab.
• Manage Touchpoints: Establish and manage regular touchpoints with customers in line with service level agreements to review strategic and technical objectives.
• Collaborate Cross-Functionally: Work closely with Product Management, Engineering, Sales, and Professional Services to streamline issue resolution, share customer feedback, and align on customer success plans.

What You'll Bring

• Customer-Facing Experience: Background in a customer-facing role focused on post-sales adoption, value realization, and advocacy (e.g., customer success, professional services, technical account management).
• 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, including typical development pipelines, tooling, continuous integration, continuous deployment, and DevSecOps concepts.
• Data Translation Skills: Skill in translating 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 best practices and operational change.
• Growth Mindset: 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 works with customers across regions to drive adoption of the GitLab DevSecOps platform, measure and communicate outcomes, and build long-term advocacy. As a globally distributed, all-remote team, we collaborate asynchronously with Product Management, Engineering, Sales, Professional Services, and other groups to connect customer needs with GitLab’s product and services. We focus on helping our customers establish GitLab best practices, including Centers of Excellence, and on turning usage data into actionable insights that support strategic and technical objectives.

How GitLab Supports Full-Time Employees

• Benefits to support your 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