Senior Customer Success Manager- Public Sector

ABOUT THE ROLE We are seeking a highly skilled Senior Customer Success Manager to join our Public Sector team at GitLab. As a Senior Customer Success Manager, you will play a critical role in helping U.S. government and public sector organizations realize meaningful business outcomes with the GitLab DevSecOps platform. You will be responsible for guiding customers through their adoption journey, enabling them on common Git, CI/CD, and DevSecOps best practices, and delivering secure software more efficiently. WHAT YOU'LL DO As a Senior Customer Success Manager, your key responsibilities will include: Partnering with Public Sector customers to translate pre-sales command plans and desired business outcomes into clear, actionable objectives Guiding customers on how to use the GitLab platform effectively, drawing on common best practices, DevSecOps principles, and typical Git workflows and branching strategies Mapping and managing the customer journey, and coaching customers on how to adopt new GitLab use cases over time Acting 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 Owning a defined book of business with responsibility for driving adoption, retention, expansion, and overall customer satisfaction Staying current on GitLab releases and helping customers understand and apply new features to their environments and use cases Using 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: 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 WHY REMOTE As a member of our Public Sector Customer Success team, you will work in an all-remote, distributed environment and collaborate asynchronously across time zones, using GitLab's tools and processes to stay aligned. This allows for flexibility and autonomy in your work, while still being part of a dynamic and collaborative team. BENEFITS GitLab offers a comprehensive benefits package to support your health, finances, and overall well-being, including [link to benefits page].