Description
As a Senior Customer Success Manager on our Public Sector team, you’ll help U.S. government and public sector organizations realize meaningful business outcomes with the GitLab DevSecOps platform.
You’ll turn pre-sales command plans into clear, actionable objectives, guide customers through their adoption journey, and enable them on common Git, CI/CD, and DevSecOps best practices so they can deliver secure software more efficiently.
Acting as a trusted liaison between your customers and GitLab Support, Product Management, Engineering, Sales, and Professional Services, you’ll own a portfolio of accounts and focus on increasing adoption, retention, growth, and overall satisfaction while staying current on GitLab product releases.
What You’ll Do
- Partner with Public Sector customers to translate pre-sales command plans and desired business outcomes into clear, actionable objectives.
- Guide customers on how to use the GitLab platform effectively, drawing on common best practices, DevSecOps principles, and typical Git workflows and branching strategies.
- Map and manage the customer journey, and coach customers on how to adopt new GitLab use cases over time.
- Act as the primary GitLab liaison for your customers, coordinating responses to questions, issues, and escalations by working closely with Support, Product Management, Sales, Professional Services, and other teams.
- Own a defined book of business with responsibility for driving adoption, retention, expansion, and overall customer satisfaction.
- Stay current on GitLab releases and help customers understand and apply new features to their environments and use cases.
- Use project management skills to plan, track, and deliver customer enablement and success initiatives across multiple stakeholders.
What You’ll Bring
- Eligibility as a United States Person (U.S. citizen, lawful permanent resident, refugee, or asylee), in line with government requirements for this role.
- Background in Customer Success or a similar customer-facing role with a track record of driving satisfaction, adoption, and retention.
- Experience partnering with customers to connect technical capabilities to business outcomes and define measurable objectives.
- Understanding of Git and common branching strategies, along with familiarity with the software development lifecycle and development pipelines.
- Knowledge of continuous integration, continuous deployment, and DevSecOps concepts and how customers apply them.
- Ability to manage a portfolio of customers of varying sizes in the public sector, balancing priorities across multiple stakeholders.
- Strong verbal, written, presentation, and organizational skills, with the ability to explain technical topics in clear, simple language.
- Demonstrated project management, analytical, and problem-solving skills, with openness to learning and applying transferable skills in new situations.
How GitLab will support you
- Benefits to support your health, finances, and well-being
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental leave
- Home office support