The job listing has expired.
Unfortunately, the hiring company is no longer accepting new applications.
<div class="content-intro"><p>GitLab is an open core software company that develops the most comprehensive <a class="c-link" href="https://about.gitlab.com/solutions/devops-platform" target="_blank" data-stringify-link="https://about.gitlab.com/solutions/devops-platform" data-sk="tooltip_parent">AI-powered DevSecOps Platform</a>, used by more than 100,000 organizations. Our <a class="c-link" href="https://about.gitlab.com/company/mission" target="_blank" data-stringify-link="https://about.gitlab.com/company/mission" data-sk="tooltip_parent">mission</a> is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating the rate of human progress. This mission is integral to our culture, influencing how we hire, build products, and lead our industry. We make this possible at GitLab by running our <a class="c-link" href="https://about.gitlab.com/handbook/using-gitlab-at-gitlab" target="_blank" data-stringify-link="https://about.gitlab.com/handbook/using-gitlab-at-gitlab" data-sk="tooltip_parent">operations</a> on our product and staying aligned with our <a class="c-link" href="https://about.gitlab.com/handbook/values" target="_blank" data-stringify-link="https://about.gitlab.com/handbook/values" data-sk="tooltip_parent">values</a>. Learn more about <a class="c-link" href="https://vimeo.com/gitlab/gettoknowgitlab" target="_blank" data-stringify-link="https://vimeo.com/gitlab/gettoknowgitlab" data-sk="tooltip_parent">Life at GitLab</a>.</p><p>Thanks to products like <a class="c-link" href="https://about.gitlab.com/gitlab-duo/" target="_blank" data-stringify-link="https://about.gitlab.com/gitlab-duo/" data-sk="tooltip_parent">Duo Enterprise</a>, and <a class="c-link" href="https://about.gitlab.com/blog/2024/06/27/meet-gitlab-duo-workflow-the-future-of-ai-driven-development/" target="_blank" data-stringify-link="https://about.gitlab.com/blog/2024/06/27/meet-gitlab-duo-workflow-the-future-of-ai-driven-development/" data-sk="tooltip_parent">Duo Workflow</a>, customers get the benefit of AI at every stage of the SDLC. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier. All team members are encouraged and expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact across our global organisation.</p></div><div class="lead"><strong>The Customer Success Management (CSM) team focuses on the themes of align, enable, and expand. </strong></div><div class="lead"> </div><div class="lead">The Customer Success Management (CSM) team is accountable for customer adoption, measurable outcomes, customer satisfaction, and creating true customer advocacy.Additionally, our team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others. <a href="https://handbook.gitlab.com/handbook/customer-success/csm/">CSM handbook</a>. The Customer Success Manager(CSM) role at GitLab is expected to serve and operate in the following ways and have product and domain expertise. The depth of knowledge in each area will progress within the CSM career ladder.</div><header class="article-meta"></header><h2>What you'll do</h2><ul><li>Provide immediate onboarding activities.</li><li>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</li><li>Manage account escalations</li><li>Provide insights with respect to the availability and applicability of new features in GitLab as relevant</li><li>Support GitLab Services in identifying and recommending training opportunities</li><li>Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our solution and services</li><li>Assist and provide expert deployment, operational best practices, and establishing a GitLab Center of Excellence</li><li>Assist in workshops to help customers leverage the full value of GitLab solution</li><li>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</li><li>Translate customer product usage data into actionable advice for customers</li><li>Establish regular touchpoints with assigned customers per the established SLAs, to review progress against strategic and technical objectives</li></ul><h2>What you'll bring</h2><ul><li>Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions</li><li>Understanding of Git and typical branching strategies</li><li>Knowledge of software development lifecycle and development pipeline</li><li>Understanding of continuous integration, continuous deployment, DevSecOps</li></ul><h2>How GitLab will support you</h2><ul><li style="font-weight: 400;"><a href="https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/"><span style="font-weight: 400;">Benefits to support your health, finances, and well-being</span></a></li><li style="font-weight: 400;"><span style="font-weight: 400;">All remote, </span><a href="https://about.gitlab.com/company/culture/all-remote/asynchronous/"><span style="font-weight: 400;">asynchronous</span></a><span style="font-weight: 400;"> work environment</span></li><li style="font-weight: 400;"><a href="https://about.gitlab.com/handbook/paid-time-off/">Flexible PTO</a><span style="font-weight: 400;"> (paid time off)</span></li><li style="font-weight: 400;"><a href="https://about.gitlab.com/company/culture/inclusion/erg-guide/#:~:text=Definition%20of%20the%20TMRG%20%2D%20Team%20Member%20Resource%20Groups,-TMRGs%20are%20voluntary&text=The%20purpose%20for%20this%20type,developing%20the%20sense%20of%20belonging."><span style="font-weight: 400;">Team Member Resource Groups</span></a></li><li style="font-weight: 400;"><a href="https://about.gitlab.com/handbook/stock-options/"><span style="font-weight: 400;">Equity Compensation & Employee Stock Purchase Plan</span></a></li><li style="font-weight: 400;"><a href="https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/#growth-and-development-benefit"><span style="font-weight: 400;">Growth and development budget </span></a></li><li style="font-weight: 400;"><a href="https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/#parental-leave"><span style="font-weight: 400;">Parental leave</span></a><span style="font-weight: 400;"> </span></li><li><a href="https://about.gitlab.com/handbook/finance/procurement/office-equipment-supplies/">Home office</a> support</li></ul><h2>Hiring process</h2><ul><li><h3 id="recruiter-screening">Recruiter Screening</h3><p>Qualified candidates will be invited to schedule a 30 minute <a href="https://about.gitlab.com/handbook/hiring/interviewing/#screening-call">screening call</a> with one of our Global Recruiters.</p><h3 id="hiring-manager-interview">Hiring Manager Interview</h3><p>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.</p><h3 id="panel-interview">Panel Interview</h3><p>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:</p><ul><li>A demo of GitLab based on the guidance provided ahead of the interview by the recruiter</li><li>General discussion and questions from the panel</li></ul><h3 id="executive-interview">Executive Interview</h3><p>Conducted by the Director of Success Services, this is a discussion with the candidate as a final assessment interview to evaluate the candidate’s suitability for the role. This is a 45 minute interview.</p></li></ul><p><span style="font-weight: 400;">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 </span><a href="https://about.gitlab.com/company/culture/inclusion/#examples-of-select-underrepresented-groups"><span style="font-weight: 400;">underrepresented groups</span></a><span style="font-weight: 400;"> 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.</span></p><div class="content-conclusion"><hr><p><strong>Country Hiring Guidelines: </strong>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. </p><p><strong>Privacy Policy: </strong>Please review our <a href="https://handbook.gitlab.com/handbook/hiring/candidate-faq/recruitment-privacy-policy/" target="_blank">Recruitment Privacy Policy.</a> Your privacy is important to us.</p><p>GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s 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 <a href="https://about.gitlab.com/handbook/people-policies/inc-usa/#equal-employment-opportunity-policy" target="_blank">GitLab’s EEO Policy</a> and <a href="https://about.gitlab.com/handbook/labor-and-employment-notices/#eeoc-us-equal-employment-opportunity-commission-notices" target="_blank">EEO is the Law</a>. If you have a disability or special need that requires <a href="https://about.gitlab.com/handbook/people-policies/inc-usa/#reasonable-accommodation" target="_blank">accommodation</a>, please let us know during the <a href="https://about.gitlab.com/handbook/hiring/interviewing/#adjustments-to-our-interview-process" target="_blank">recruiting process</a>.</p></div>