<div class="content-intro"><p>The GitLab&nbsp;<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" data-remove-tab-index="true">DevSecOps platform</a>&nbsp;empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the&nbsp;<a class="c-link" href="https://about.gitlab.com/company/culture/all-remote/guide/" target="_blank" data-stringify-link="https://about.gitlab.com/company/culture/all-remote/guide/" data-sk="tooltip_parent" data-remove-tab-index="true">world’s largest all-remote companies</a>&nbsp;with 2,000+ team members and&nbsp;<a class="c-link" href="https://handbook.gitlab.com/handbook/values/" target="_blank" data-stringify-link="https://about.gitlab.com/handbook/values/" data-sk="tooltip_parent" data-remove-tab-index="true">values</a>&nbsp;that foster a culture where people embrace the belief that everyone can contribute. Learn more about&nbsp;<a class="c-link" href="https://vimeo.com/778157354" target="_blank" data-stringify-link="https://vimeo.com/778157354" data-sk="tooltip_parent" data-remove-tab-index="true">Life at GitLab</a>.</p></div><p>We are currently hiring a Customer Success Manager for our Strategic team in North America, West. 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.</p>
<p>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&nbsp;<a href="https://handbook.gitlab.com/handbook/customer-success/csm">CSM handbook</a>.</p>
<h2>What you'll do</h2>
<ul>
<li>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</li>
<li>Know the GitLab platform, our more common best practices, and use cases in order to guide the customer</li>
<li>Understand the customer journey and be able to guide them on future adoption</li>
<li>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</li>
<li>Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction</li>
<li>Remain knowledgeable and up-to-date on GitLab releases</li>
</ul>
<h2>What you'll bring</h2>
<ul>
<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>
<li>Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention</li>
<li>Experience partnering with customers to define and achieve business outcomes</li>
<li>Familiarity working with customers of sizes relevant to the assigned&nbsp;<a href="https://handbook.gitlab.com/handbook/customer-success/csm/segment/#segments">segment</a></li>
<li>Exceptional verbal, written, organizational, presentation, and communications skills</li>
<li>Project management experience &amp; skills</li>
<li>Strong technical, analytic, and problem-solving skills</li>
<li>Alignment with our&nbsp;<a href="https://handbook.gitlab.com/handbook/values/">values</a>, and willingness to work in accordance with those values</li>
<li>Willingness to travel if needed and comply with the company’s&nbsp;<a href="https://handbook.gitlab.com/handbook/travel/">travel policy</a></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/"><span style="font-weight: 400;">Unlimited PTO</span></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&amp;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 &amp; 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&nbsp;</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>
<p>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&nbsp;<a href="https://about.gitlab.com/company/team/">team page</a>.</p>
<h3 id="recruiter-screening">Recruiter Screening</h3>
<p>Qualified candidates will be invited to schedule a 30 minute&nbsp;<a href="https://about.gitlab.com/handbook/hiring/interviewing/#screening-call">screening call</a>&nbsp;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 CSMs, this is a discussion with the candidate as a final assessment interview to evaluate the candidate’s suitability for the role. This is a 30 minute interview.</p>
<h3 id="reference-and-background-check">Reference and Background Check</h3>
<p>Once the candidate has successfully completed all interview stages with positive recommendations at each stage, GitLab will complete&nbsp;<a href="https://about.gitlab.com/handbook/hiring/interviewing/#reference-check-process">reference checks</a>&nbsp;and a&nbsp;<a href="https://about.gitlab.com/handbook/hiring/interviewing/#background-checks">background check</a>.</p>
<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>
<p><span style="font-weight: 400; color: rgb(255, 255, 255);">#LI-DNI</span></p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><em><span data-sheets-formula-bar-text-style="font-size:12px;color:#000000;font-weight:normal;text-decoration:none;font-family:'Arial';font-style:normal;text-decoration-skip-ink:none;">The base salary range for this role’s 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 </span><a class="waffle-rich-text-link" href="https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/" data-sheets-formula-bar-text-link="https://bit.ly/GLBeneUS" data-sheets-formula-bar-text-style="font-size:12px;color:#1155cc;font-weight:normal;text-decoration:underline;font-family:''Arial'';font-style:normal;text-decoration-skip-ink:none;">benefits</a><span data-sheets-formula-bar-text-style="font-size:12px;color:#000000;font-weight:normal;text-decoration:none;font-family:'Arial';font-style:normal;text-decoration-skip-ink:none;"> and </span><a class="waffle-rich-text-link" href="https://about.gitlab.com/handbook/stock-options/" data-sheets-formula-bar-text-link="https://bit.ly/GLequity" data-sheets-formula-bar-text-style="font-size:12px;color:#1155cc;font-weight:normal;text-decoration:underline;font-family:''Arial'';font-style:normal;text-decoration-skip-ink:none;">equity</a><span data-sheets-formula-bar-text-style="font-size:12px;color:#000000;font-weight:normal;text-decoration:none;font-family:'Arial';font-style:normal;text-decoration-skip-ink:none;">. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.</span></em></div><div class="title">Colorado/Washington pay range</div><div class="pay-range"><span>$77,700</span><span class="divider">&mdash;</span><span>$149,800 USD</span></div></div><div class="pay-input"><div class="title">California/Hawaii/New York/New Jersey pay range</div><div class="pay-range"><span>$77,700</span><span class="divider">&mdash;</span><span>$166,500 USD</span></div></div></div><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.&nbsp;&nbsp;</p>
<p><strong>Privacy Policy: </strong>Please review our <a href="https://about.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&nbsp;<a href="https://about.gitlab.com/handbook/people-policies/inc-usa/#equal-employment-opportunity-policy" target="_blank">GitLab’s EEO Policy</a>&nbsp;and&nbsp;<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&nbsp;<a href="https://about.gitlab.com/handbook/people-policies/inc-usa/#reasonable-accommodation" target="_blank">accommodation</a>, please let us know during the&nbsp;<a href="https://about.gitlab.com/handbook/hiring/interviewing/#adjustments-to-our-interview-process" target="_blank">recruiting process</a>.</p></div>

The GitLab [DevSecOps platform](https://about.gitlab.com/solutions/devops-
platform/) empowers 100,000+ organizations to deliver software faster and more
efficiently. We are one of the [world’s largest all-remote
companies](https://about.gitlab.com/company/culture/all-remote/guide/) with
2,000+ team members and [values](https://handbook.gitlab.com/handbook/values/)
that foster a culture where people embrace the belief that everyone can
contribute. Learn more about [Life at GitLab](https://vimeo.com/778157354).

We are currently hiring a Customer Success Manager for our Strategic team in
North America, West. 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](https://handbook.gitlab.com/handbook/customer-success/csm).

## 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](https://handbook.gitlab.com/handbook/customer-success/csm/segment/#segments)
  * Exceptional verbal, written, organizational, presentation, and communications skills
  * Project management experience & skills
  * Strong technical, analytic, and problem-solving skills
  * Alignment with our [values](https://handbook.gitlab.com/handbook/values/), and willingness to work in accordance with those values
  * Willingness to travel if needed and comply with the company’s [travel policy](https://handbook.gitlab.com/handbook/travel/)

## How GitLab will support you

  * [Benefits to support your health, finances, and well-being](https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/)
  * All remote, [asynchronous](https://about.gitlab.com/company/culture/all-remote/asynchronous/) work environment
  * [Unlimited PTO](https://about.gitlab.com/handbook/paid-time-off/) (paid time off)
  * [Team Member Resource Groups](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.)
  * [Equity Compensation & Employee Stock Purchase Plan](https://about.gitlab.com/handbook/stock-options/)
  * [Growth and development budget ](https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/#growth-and-development-benefit)
  * [Parental leave](https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/#parental-leave)
  * [Home office](https://about.gitlab.com/handbook/finance/procurement/office-equipment-supplies/) 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](https://about.gitlab.com/company/team/).

### Recruiter Screening

Qualified candidates will be invited to schedule a 30 minute [screening
call](https://about.gitlab.com/handbook/hiring/interviewing/#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 Director of CSMs, this is a discussion with the candidate as
a final assessment interview to evaluate the candidate’s 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](https://about.gitlab.com/handbook/hiring/interviewing/#reference-
check-process) and a [background
check](https://about.gitlab.com/handbook/hiring/interviewing/#background-
checks).

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](https://about.gitlab.com/company/culture/inclusion/#examples-of-
select-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 role’s 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](https://about.gitlab.com/handbook/total-
rewards/benefits/general-and-entity-benefits/) and
[equity](https://about.gitlab.com/handbook/stock-options/). Sales roles are
also eligible for incentive pay targeted at up to 100% of the offered base
salary._

Colorado/Washington pay range

$77,700--$149,800 USD

California/Hawaii/New York/New Jersey 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.](https://about.gitlab.com/handbook/hiring/candidate/faq/recruitment-
privacy-policy/) Your privacy is important to us.

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 [GitLab’s EEO
Policy](https://about.gitlab.com/handbook/people-policies/inc-usa/#equal-
employment-opportunity-policy) and [EEO is the
Law](https://about.gitlab.com/handbook/labor-and-employment-notices/#eeoc-us-
equal-employment-opportunity-commission-notices). If you have a disability or
special need that requires
[accommodation](https://about.gitlab.com/handbook/people-policies/inc-
usa/#reasonable-accommodation), please let us know during the [recruiting
process](https://about.gitlab.com/handbook/hiring/interviewing/#adjustments-
to-our-interview-process).

