Senior Customer Success Manager

Experience working directly with customers to understand their goals and translate them into objectives. Understanding of Git, branching strategies, and the software development lifecycle (CI/CD, DevSecOps). Ability to learn and explain the GitLab platform, best practices, and use cases. Background in customer success or a related function focused on adoption, retention, satisfaction, and growth. Skill in managing a portfolio of customers, prioritizing engagement, and tracking progress. Strong verbal, written, presentation, and organizational skills. Demonstrated analytical, problem-solving, and project management skills.

Partner with customers to translate desired business outcomes into actionable objectives. Guide customers on GitLab platform use, best practices, and common use cases. Map and manage customer journeys for future adoption. Act as the primary GitLab liaison for customers, coordinating responses. Collaborate with internal teams to address needs and share feedback. Own a book of business to drive product adoption, retention, growth, and satisfaction. Stay current on GitLab releases and educate customers on new capabilities.