Customer Success Manager, CEUR

ABOUT THE ROLE We are seeking a highly skilled Customer Success Manager to join our CEUR team at GitLab. As a Customer Success Manager, you will play a critical role in aligning with customers' desired business outcomes, enabling them on their existing use cases, and expanding into additional use cases to ensure ongoing and ever-improving customer return-on-investment. You will serve as a liaison between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others. WHAT YOU'LL DO As a Customer Success Manager, you will be responsible for partnering with our customers to turn their desired positive business outcomes into actionable objectives. You will need to know the GitLab platform, our common best practices, and use cases in order to guide the customer. You will understand the customer journey and be able to guide them on future adoption. Additionally, you will act as the GitLab liaison for GitLab questions, issues, or escalations, collaborating with GitLab Support, Product Management, or other teams as needed. You will own a book of assigned customers, focusing on increasing adoption, ensuring retention and growth, and overall customer satisfaction. You will also remain knowledgeable and up-to-date on GitLab releases. WHAT YOU'LL NEED To be successful in this role, you will need to have a strong understanding of Git and typical branching strategies, knowledge of the software development lifecycle and development pipeline, and understanding of continuous integration, continuous deployment, and DevSecOps. You will also need prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention. You should have experience partnering with customers to define and achieve business outcomes, familiarity working with customers of sizes relevant to the assigned segment, and exceptional verbal, written, organizational, presentation, and communications skills. You should also be detailed-oriented and analytical, a strong team player but self-starter, and have project management experience and skills. You should have strong technical, analytic, and problem-solving skills, and be aligned with our values and willing to work in accordance with those values. Proficiency in German is also required. WHY REMOTE As a remote employee, you will have the flexibility to work from anywhere in the world and be part of a global team that values collaboration, innovation, and continuous knowledge exchange. You will have access to our high-performance culture, where every voice is valued, and you will be able to reach your full potential while collaborating with industry leaders to solve complex problems. BENEFITS As a full-time employee at GitLab, you will have access to a range of benefits to support your health, finances, and well-being. These include flexible paid time off, team member resource groups, equity compensation, employee stock purchase plan, growth and development fund, and parental leave.