Customer Success Manager (Brazil)

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Requirements:

• 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

Responsibilities:

• 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