<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><header class="article-meta"></header>
<p>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.&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>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>
<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>Detailed oriented and analytical</li>
<li>Strong team player but self-starter</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><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).

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. [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

  * 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
  * 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
  * Detailed oriented and analytical
  * Strong team player but self-starter
  * 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

* * *

**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).

