Customer Success Manager - AMER, West

We are hiring a Customer Success Manager to support accounts in the West sales territory of North America.

The Customer Success Management (CSM) team focuses on the themes of align, enable, and expand. This role is responsible for customer adoption, measurable outcomes, customer satisfaction, and creating true customer advocacy. Additionally, the CSM 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

• Work with assigned customers to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals
• Manage account escalations
• Provide insights with respect to the availability and applicability of new features in GitLab as relevant
• Support GitLab Services in identifying and recommending training opportunities
• 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

• Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions
• Understanding of Git and typical branching strategies
• Knowledge of software development lifecycle and development pipeline
• Understanding of continuous integration, continuous deployment, DevSecOps

How GitLab will support you

• Benefits to support your health, finances, and well-being
• All remote, asynchronous work environment
• Flexible PTO (paid time off)
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and development budget 
• Parental leave
• Home office support

Hiring process

Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process. To learn more about someone who may be conducting the interview, find their job title on our team page.

Recruiter Screening

Qualified candidates will be invited to schedule a 30 minute screening call with one of our Global Recruiters.

Hiring Manager Interview

The hiring manager interview is the first of the interviews with the Customer Success Manager team. This interview is with the manager of the team the candidate is applying to join. It is a 45 minute interview.

Panel Interview

The panel interview consists of several members of the Customer Success Manager team. It typically includes the hiring manager and 1-2 other team members. This is a 60-90 minute interview, with the following format:

• A demo of GitLab based on the guidance provided ahead of the interview by the recruiter
• General discussion and questions from the panel

Executive Interview

Conducted by the Director of Success Services, this is a discussion with the candidate as a final assessment interview to evaluate the candidate’s suitability for the role. This is a 30 minute interview.

Reference and Background Check

Once the candidate has successfully completed all interview stages with positive recommendations at each stage, GitLab will complete reference checks and a background check.

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

The salary and OTE range for this role’s listed level is currently for residents of listed locations only. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. See more information on our benefits and equity.

California/Colorado/Hawaii/New Jersey/New York/Washington pay range:

OTE (salary + variable bonus): $103,600 - $222,000 OTE USD

Base salary: $77,700 - $166,500 USD

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