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An overview of this role As a Senior Customer Success Manager, you’ll help GitLab customers realize 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 Centers 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
What you’ll do Build and maintain a trusted advisor relationship with each assigned customer, focusing on adoption, measurable outcomes, and long-term satisfaction with GitLab
Assist customers with expert deployment guidance, operational best practices, and establishing a GitLab Center of Excellence within their organization
Lead and participate in workshops to help customers understand and use the full value of the GitLab solution across their software development lifecycle
Measure and monitor customers’ progress against critical and key performance indicators, and share insights with GitLab account stakeholders and customer sponsors and executives
Translate customer product usage data into clear, actionable recommendations that drive adoption and expansion of GitLab within customer environments
Establish and manage regular touchpoints with customers in line with service level agreements to review strategic and technical objectives and adjust plans as needed
Collaborate closely with Product Management, Engineering, Sales, and Professional Services to streamline issue resolution, share customer feedback, and align on customer success plans
What you’ll bring Experience in a customer-facing role focused on post-sales adoption, value realization, 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
About the team The Customer Success Management team at GitLab works with customers across regions to drive adoption of the GitLab DevSecOps platform, measure and communicate outcomes, and build long-term advocacy. As a globally distributed, all-remote team, we collaborate asynchronously with Product Management, Engineering, Sales, Professional Services, and other groups to connect customer needs with GitLab’s product and services. We focus on helping our customers establish GitLab best practices, including Centers of Excellence, and on turning usage data into actionable insights that support strategic and technical objectives
How GitLab Supports Full-Time Employees Benefits to support your health, finances, and well-being Flexible Paid Time Off Team Member Resource Groups Equity Compensation & Employee Stock Purchase Plan Growth and Development Fund Parental Leave Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application
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