Customer Success Manager - Australia

ABOUT THE ROLE We are seeking a highly skilled Customer Success Manager to join our team in the APJ region. As a key member of our Customer Success Management team, you will play a critical role in helping customers realize the full value of our intelligent DevSecOps platform. You will be responsible for driving adoption, measurable outcomes, and long-term advocacy across the region, serving as a trusted advisor to a portfolio of customers. WHAT YOU'LL DO As a Customer Success Manager, your primary responsibilities will include: - Building and maintaining trusted advisor relationships with assigned customers across APJ, with a focus on adoption, measurable outcomes, and long-term satisfaction with GitLab. - Helping customers with deployment guidance, operational best practices, and establishing a GitLab Center of Excellence within their organization. - Leading and participating in workshops that help customers understand and use the value of GitLab across their software development lifecycle. - Measuring and monitoring customer progress against critical performance indicators, and sharing insights with GitLab account stakeholders as well as customer sponsors and executives. - Turning customer product usage data into clear, actionable recommendations that support broader adoption and expansion of GitLab within customer environments. - Establishing and managing regular customer touchpoints in line with service expectations to review strategic and technical objectives and adjust plans as needed. - Collaborating closely with Product Management, Engineering, Sales, and Professional Services to support issue resolution, share customer feedback, and align on customer success plans. - Contributing regional insight from APJ customer engagements to help improve how GitLab supports customers across different markets, business needs, and stages of maturity. WHAT YOU'LL NEED To be successful in this role, you will need: - Experience in a customer-facing role focused on post-sales adoption, value realization, and customer advocacy. - 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 common development pipelines and tooling. - Familiarity with continuous integration, continuous deployment, and DevSecOps concepts and practices. - Skill in turning 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 in the APJ region. - Must be based in Australia and have full working rights in Australia. WHY REMOTE As a remote team, we value flexibility and collaboration. You will have the opportunity to work with a global team, contribute to regional insights, and help shape the future of our intelligent DevSecOps platform. BENEFITS - Competitive salary and benefits package - Opportunity to work with a global team and contribute to regional insights - Collaborative and outcome-focused work environment - Professional development and growth opportunities - Flexible working arrangements - Access to the latest technology and tools - Opportunity to work on challenging projects and make a meaningful impact - Collaborative and supportive team environment