Jobs and Careers

Public Sector Customer Success Manager

Remote, US, United StatesRemotefull_timeVerifiedPosted 2 Aug 2023

💰 $189,000/yr($88,200/yr – $189,000/yr)

About the role

The GitLab DevSecOps 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 foster a culture where people embrace the belief that everyone can contribute. Learn more about Life at GitLab.

We are currently hiring a Customer Success Manager for our Public Sector team in the United States. 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. More information can be found in the CSM handbook.

What you'll do

Work exclusively with Public Sector customers
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. Work 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
Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our solution and services
Assist and provide expert deployment, operational best practices, and establishing a GitLab Center of Excellence
Assist in workshops to help customers leverage the full value of GitLab solution
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
Translate customer product usage data into actionable advice for customers
Establish regular touchpoints with assigned customers per the established SLAs, to review progress against strategic and technical objectives

What you'll bring

TS/SCI Security Clearance if applicable
Knowledge of and demonstrated progressive experience with Public Sector customers
Ability to use GitLab and willing to work with Git and GitLab whenever possible
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
Familiarity working with customers of all sizes, especially large enterprise organizations
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
Share our values, and work in accordance with those values
Ability to travel if needed and comply with the company’s travel policy. Federal, LLC team members need to also comply with the applicable vaccination policies