Description
As a Senior Customer Success Manager, you'll help GitLab customers realise the full value of our DevSecOps platform by driving adoption, measurable outcomes, and long-term advocacy across our Central European market. You'll serve as a trusted advisor to a portfolio of customers, guiding them on Git, branching strategies, software development lifecycle, continuous integration, continuous deployment, and DevSecOps best practices.
In this role, you'll connect customer goals with GitLab capabilities, lead workshops and Centres of Excellence efforts, and translate product usage data into clear, actionable recommendations for both customers and GitLab account teams. You'll collaborate closely with Product Management, Engineering, Sales, and Professional Services, with success in your first year measured by customer satisfaction, retention, and the strength of the strategic relationships you build.
Key responsibilities include:
- Building and maintaining a trusted advisor relationship with each assigned customer, focusing on adoption, measurable outcomes, and long-term satisfaction with GitLab.
- Assisting customers with expert deployment guidance, operational best practices, and establishing a GitLab Centre of Excellence within their organisation.
- Leading and participating in workshops to help customers understand and use the full value of the GitLab solution across their software development lifecycle.
- Measuring and monitoring customers' progress against critical and key performance indicators, and sharing insights with GitLab account stakeholders and customer sponsors and executives.
- Translating customer product usage data into clear, actionable recommendations that drive adoption and expansion of GitLab within customer environments.
- Establishing and managing regular touchpoints with customers in line with service level agreements to review strategic and technical objectives and adjust plans as needed.
- Collaborating closely with Product Management, Engineering, Sales, and Professional Services to streamline issue resolution, share customer feedback, and align on customer success plans.
Requirements include:
- Experience in a customer-facing role focused on post-sales adoption, value realisation, and advocacy.
- Excellent communication skills in both German and English.
- Background in customer success, professional services, technical account management, or a related function with direct customer engagement.
- Ability to understand and discuss Git, common branching strategies, and how customers use version control in their workflows.
- Knowledge of the software development lifecycle, including typical development pipelines and tooling.
- Familiarity with continuous integration, continuous deployment, and DevSecOps concepts and practices.
- Skill in translating product usage data and technical details into clear, actionable insights for both technical and executive stakeholders.
- Proven ability to build trusted advisor relationships, facilitate workshops, and guide customers through best practices and operational change.
- Openness to learning, with transferable skills from adjacent roles or industries that support collaborative, outcome-focused customer partnerships.