Customer Success Manager

The Customer Success Management (CSM) team is accountable for customer adoption, measurable outcomes, customer satisfaction, and creating true customer advocacy. The Customer Success Manager (CSM) role at GitLab is expected to serve and operate in the following ways and have product and domain expertise. You will provide immediate onboarding activities and 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 and provide insights with respect to the availability and applicability of new features in GitLab as relevant. You will also support GitLab Services in identifying and recommending training opportunities. Further, you will strategize on the overall objectives and long-range goals of the team. Provide mentorship for Associate and Intermediate CSMs to help them grow their knowledge and provide premium customer experience. You will work cross-departmentally to find solutions to complex scenarios and integration issues. You will demonstrate leadership in new feature and technology adoption and teaching by providing regular enablement and solution overview sessions and documentation for customers and other GitLab team-members. Foster team collaboration and help increase team expertise. You must maintain deep knowledge of the GitLab platform and clearly communicate and drive adoption of complex solutions, with constant attention to promoting “boring solutions”.