Senior Customer Success Manager - Public Sector

About the Role

As a Senior Customer Success Manager on our Public Sector team, you will help U.S. government and public sector organizations realize meaningful business outcomes with the GitLab DevSecOps platform. You will act as a trusted liaison, owning a portfolio of accounts and focusing on increasing adoption, retention, growth, and overall satisfaction.

What You’ll Do

• Strategic Partnership: Partner with Public Sector customers to translate pre-sales command plans into clear, actionable objectives.
• Platform Guidance: Guide customers on effective GitLab usage, DevSecOps principles, and Git workflows.
• Customer Journey Management: Map and manage the customer journey, coaching clients on adopting new use cases.
• Cross-Functional Liaison: Coordinate with Support, Product Management, Sales, and Professional Services to manage questions, issues, and escalations.
• Account Ownership: Own a defined book of business, driving adoption, retention, and expansion.
• Product Expertise: Stay current on GitLab releases and help customers apply new features to their specific environments.
• Project Management: Plan and deliver customer enablement initiatives across multiple stakeholders.

What You’ll Bring

• Eligibility: Must be a United States Person (U.S. citizen, lawful permanent resident, refugee, or asylee) to meet government requirements.
• Experience: Proven track record in Customer Success or a similar customer-facing role.
• Technical Proficiency: Understanding of Git, branching strategies, software development lifecycles, and CI/CD pipelines.
• Communication: Strong verbal, written, and presentation skills with the ability to explain technical topics simply.
• Analytical Skills: Demonstrated problem-solving and project management capabilities.

About the Team

Our Public Sector Customer Success team operates in an all-remote, distributed environment. We collaborate asynchronously across time zones to help government organizations maximize their return on investment and simplify their engagement with the GitLab ecosystem.

Benefits

• Competitive salary and equity compensation
• Flexible Paid Time Off
• Comprehensive health, financial, and well-being benefits
• Parental leave and home office support
• Growth and Development Fund