Customer Success Manager- Public Sector

ABOUT THE ROLE As a Customer Success Manager on our Public Sector team, you will help U.S. government and public sector organizations achieve meaningful business outcomes with the GitLab DevSecOps platform. This role is based in the United States public sector space and is best suited for a United States Person who is comfortable working cross-functionally, managing complex projects, and representing the voice of the customer across GitLab. WHAT YOU'LL DO As a Customer Success Manager, you will be responsible for partnering with Public Sector customers to translate pre-sales command plans and desired business outcomes into clear, actionable objectives. You will guide customers on how to use the GitLab platform effectively, drawing on common best practices, DevSecOps principles, and typical Git workflows and branching strategies. You will also map and manage the customer journey, and coach customers on how to adopt new GitLab use cases over time. Additionally, you will 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. You will own a defined book of business with responsibility for driving adoption, retention, expansion, and overall customer satisfaction. You will stay current on GitLab releases and help customers understand and apply new features to their environments and use cases. You will use project management skills to plan, track, and deliver customer enablement and success initiatives across multiple stakeholders. WHAT YOU'LL NEED To be successful in this role, you will need to be a United States Person (U.S. citizen, lawful permanent resident, refugee, or asylee) in line with government requirements for this role. You will also need a background in Customer Success or a similar customer-facing role with a track record of driving satisfaction, adoption, and retention. You will have experience partnering with customers to connect technical capabilities to business outcomes and define measurable objectives. You will have knowledge of Git and common branching strategies, along with familiarity with the software development lifecycle and development pipelines. You will also have knowledge of continuous integration, continuous deployment, and DevSecOps concepts and how customers apply them. You will have the ability to manage a portfolio of customers of varying sizes in the public sector, balancing priorities across multiple stakeholders. You will have strong verbal, written, presentation, and organizational skills, with the ability to explain technical topics in clear, simple language. You will also have demonstrated project management, analytical, and problem-solving skills, with openness to learning and applying transferable skills in new situations. WHY REMOTE This role is part of our all-remote, distributed environment, where team members collaborate asynchronously across time zones using GitLab's tools and processes. This allows for flexibility and autonomy in your work, while still being part of a collaborative and dynamic team. BENEFITS GitLab offers a comprehensive benefits package to support your health, finances, and well-being, including benefits such as health insurance, parental leave, education stipend, and life insurance.