Public Sector Customer Success Manager
Remote, US
The GitLab DevSecOps platform empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the worldâs 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 customersâ 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.
What you'll do
- Partner with our Public Sector 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
- Exceptional verbal, written, organizational, presentation, and communications skills
- Project management experience & skills
- Strong technical, analytic, and problem-solving skills
- Alignment with our values, and willingness to work in accordance with those values
- Willingness to travel if needed and comply with the companyâs travel policy
How GitLab will support you
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Benefits/PerksEmployee Stock Employee stock purchase plan Equity Equity Compensation Equity Compensation & Employee Stock Purchase Plan Growth and development budget Growth budget Home office support Paid Time Off Parental leave Remote-first company Remote work Unlimited PTO
Tasks- Hiring
- Increase adoption and retention
- Partner with customers
- Project management
Analytic Collaboration Communication Continuous Deployment Continuous Integration Customer Success Deployment DevSecOps Engineering Git GitLab Organizational Presentation Problem-solving Product Management Project Management Recruiting Sales Software Development Software development lifecycle Talent Acquisition
Experience3 years
Education TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9