Customer Success Manager, SEUR

Ensure customer satisfaction and retention by aligning with business outcomes.

• •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.
• •Key Responsibilities 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 Requirements 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