Customer Success Manager

GitLab is the intelligent orchestration platform for DevSecOps, enabling organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100 trust GitLab to ship better, more secure software faster. GitLab embraces AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows.

As a Customer Success Manager, you will help GitLab customers realize the full value of the DevSecOps platform by driving adoption, measurable outcomes, and long-term advocacy. You will serve as a trusted advisor to a portfolio of customers, guiding them on Git, branching strategies, software development lifecycle, continuous integration, continuous deployment, and DevSecOps best practices. You will connect customer goals with GitLab capabilities, lead workshops and Centers of Excellence efforts, and translate product usage data into clear, actionable recommendations for both customers and GitLab account teams. You will collaborate closely with Product Management, Engineering, Sales, and Professional Services. Success in your first year is measured by customer satisfaction, retention, and the strength of strategic relationships you build.

• Build and maintain a trusted advisor relationship with each assigned customer, focusing on adoption, measurable outcomes, and long-term satisfaction with GitLab.
• Assist customers with expert deployment guidance, operational best practices, and establishing a GitLab Center of Excellence within their organization.
• Lead and participate in workshops to help customers understand and use the full value of the GitLab solution across their software development lifecycle.
• Measure and monitor customers' progress against critical and key performance indicators, and share insights with GitLab account stakeholders and customer sponsors and executives.
• Translate customer product usage data into clear, actionable recommendations that drive adoption and expansion of GitLab within customer environments.
• Establish and manage regular touchpoints with customers in line with service level agreements to review strategic and technical objectives and adjust plans as needed.
• Collaborate closely with Product Management, Engineering, Sales, and Professional Services to streamline issue resolution, share customer feedback, and align on customer success plans.

• Experience in a customer-facing role focused on post-sales adoption, value realization, and advocacy.
• Background in customer success, professional services, technical account management, or a related function with direct customer engagement.
• Ability to understand and discuss Git, common branching strategies, and how customers use version control in their workflows.
• Knowledge of the software development lifecycle, including typical development pipelines and tooling.
• Familiarity with continuous integration, continuous deployment, and DevSecOps concepts and practices.
• Skill in translating product usage data and technical details into clear, actionable insights for both technical and executive stakeholders.
• Proven ability to build trusted advisor relationships, facilitate workshops, and guide customers through best practices and operational change.
• Openness to learning, with transferable skills from adjacent roles or industries that support collaborative, outcome-focused customer partnerships.

The base salary range for this role's listed level is for residents of the United States only. The range is $85,200—$144,000 USD. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary. GitLab offers benefits to support health, finances, and well-being, including Flexible Paid Time Off, Team Member Resource Groups, Equity Compensation & Employee Stock Purchase Plan, Growth and Development Fund, and Parental Leave.

Apply via the provided Greenhouse link. GitLab welcomes interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. If you're excited about this role, please apply and allow our recruiters to assess your application.