The GitLab DevOps platform empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the world's largest all-remote companies with 2,000+ team members and values that guide a culture where people embrace the belief that everyone can contribute.
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.
Mentor and enable the team to exceed company growth and retention forecasts
Work with the Customer Success Director to help establish and manage goals and responsibilities for CSMs
Manage a team of highly motivated, customer-focused CSMs to manage the overall health and care of accounts (e.g., onboarding customers, stage adoption, executive business reviews, and successful renewals)
Ensure the CSMs exceed Gitlab expectations in core knowledge, communication, and execution
Challenge the team and yourself to learn and grow as trusted advisors to customers continually
Provide leadership and guidance to coach, motivate and lead the team members to their optimum performance levels and career development, providing timely feedback and development assistance
Manage resource assignments and staffing levels, including recruitment as needed
Identify and implement improvements to the processes and tools used
Develop senior-level relationships with customers
Partner with other team leaders to ensure the customer is supported in times of escalation
Develop strong relationships with Engineering and Product to ensure cohesion and shared understanding of goals, initiatives
Oversee initiatives set forth in OKRs
Work together with the other managers to execute strategies and vision with the Director
Represent Gitlab leadership and reflect our Gitlab values in internal and external interactions
Proven track record in software/technology sales or consulting
Proven experience leading teams, driving software adoption, and building and scaling customer success management practices
Experience with software development lifecycle processes and tools as well as agile and/or DevOps practices
Knowledgeable with cloud technologies (e.g., Kubernetes, Docker), application security (SAST, DAST) and/or cloud deployment models (AWS, GCP, Azure) is a plus
Proven ability to develop strategies, translate them into initiatives and track successful delivery
Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies
Possession of a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
Demonstration of operational excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning
Ability to collaborate across the organization and with external stakeholders
Experience successfully working with senior (C-level) executives
Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
Comfortable giving and receiving positive and constructive feedback
Ability to connect technology with measurable business value
Strategic thinking about business, products, and technical challenges
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.
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 and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.
About this role
January 23rd, 2023
November 25th, 2022
Learn about GitLab and their company culture.
Learn about the technology and tools that GitLab uses.
Benefits and perks
Learn about the benefits and perks that GitLab provides.
If you've been at GitLab for six months and completed a probationary period (if applicable), you can take up to 16 weeks of paid Parental Leave during the first year of parenthood, including if you become a parent through childbirth or adoption. The 16-week balance is per birth or adoption event.
401(k) and Flexible Spending Account (FSA)
50% match on the first 6% of base salary with a yearly cap of $1,500 for company match. Company contributions vest evenly over 4 years.
Employee assistance program (EAP)
GitLab offers an Employee Assistance Program to all team members via Modern Health.
Health, vision, and dental insurance
Premium covered 100% for employee and 66% for family.
About this role
January 23rd, 2023
November 25th, 2022