Customer Success Manager
Employee
–
06/11/24
Customer Success Manager (AMER, East)
Location: Remote, North America
Job Description:
The GitLab DevSecOps platform empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the worlds largest all-remote companies with 2,000+ team members and values that foster a culture where people embrace the belief that everyone can contribute. Learn more about Life at GitLab.
We are currently hiring a Customer Success Manager for our Strategic team in North America, East. The Customer Success Management (CSM) team focuses on the themes of align, enable, and expand. We align with customers desired business outcomes, enable them on their existing use cases, and work with them to expand into additional use cases, ensuring ongoing and ever-improving customer return-on-investment.
Additionally, our team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others. For more information, please see the CSM handbook.
What you’ll do
Partner with our customers in taking what was established in the pre-sales command plan, and turning the customers desired positive business outcomes into actionable objectives
Know the GitLab platform, our more common best practices, and use cases in order to guide the customer
Understand the customer journey and be able to guide them on future adoption
Act as the GitLab liaison for GitLab questions, issues, or escalations. Collaborate with GitLab Support, Product Management (i.e., roadmaps), or other teams as needed
Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction
Remain knowledgeable and up-to-date on GitLab releases
What you’ll bring
Understanding of Git and typical branching strategies
Knowledge of software development lifecycle and development pipeline
Understanding of continuous integration, continuous deployment, DevSecOps
Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention
Experience partnering with customers to define and achieve business outcomes
Familiarity working with customers of sizes relevant to the assigned segment
Exceptional verbal, written, organizational, presentation, and communications skills
Project management experience & skills
Strong technical, analytic, and problem-solving skills
Alignment with our values, and willingness to work in accordance with those values
Willingness to travel if needed and comply with the companys travel policy
How GitLab will support you
Benefits to support your health, finances, and well-being
All remote, asynchronous work environment
Unlimited PTO (paid time off)
Team Member Resource Groups
Equity Compensation & Employee Stock Purchase Plan
Growth and development budget
Parental leave
Home office support
Hiring process
Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process. To learn more about someone who may be conducting the interview, find their job title on our team page.
Recruiter Screening
Qualified candidates will be invited to schedule a 30 minute screening call with one of our Global Recruiters.
Hiring Manager Interview
The hiring manager interview is the first of the interviews with the Customer Success Manager team. This interview is with the manager of the team the candidate is applying to join. It is a 45 minute interview.
Panel Interview
The panel interview consists of several members of the Customer Success Manager team. It typically includes the hiring manager and 1-2 other team members. This is a 90 minute interview, with the following format:
A demo of GitLab based on the guidance provided ahead of the interview by the recruiter
General discussion and questions from the panel
Executive Interview
Conducted by the VP of Customer Success, this is a discussion with the candidate as a final assessment interview to evaluate the candidates suitability for the role. This is a 30 minute interview.
Reference and Background Check
Once the candidate has successfully completed all interview stages with positive recommendations at each stage, GitLab will complete reference checks and a background check.
Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you’re excited about this role, please apply and allow our recruiters to assess your application.
#LI-DNI
The base salary range for this roles listed level is currently for residents of listed locations only. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.
California/Colorado/Hawaii/New Jersey/New York/Washington pay range
$77,700—$166,500 USD
Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.
Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.
GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLabs policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLabs EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.