Customer Success Manager (West)

　　at GitLab

　　Remote, North America

　　The GitLab DevSecOps platform (https://about.gitlab.com/solutions/devops-platform/) empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the world’s largest all-remote companies (https://about.gitlab.com/company/culture/all-remote/guide/) with 2,000+ team members and values (https://handbook.gitlab.com/handbook/values/) that foster a culture where people embrace the belief that everyone can contribute. Learn more about Life at GitLab (https://vimeo.com/778157354) .

　　We are currently hiring a Customer Success Manager for our Strategic team in North America, West. The Customer Success Management (CSM) team focuses on the themes of align, enable, and expand. We align with customers’ desired business outcomes, enable them on their existing use cases, and work with them to expand into additional use cases, ensuring ongoing and ever-improving customer return-on-investment.

　　Additionally, our team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others. For more information, please see the CSM handbook (https://handbook.gitlab.com/handbook/customer-success/csm) .

　　What you'll do

　　Partner with our customers in taking what was established in the pre-sales command plan, and turning the customers desired positive business outcomes into actionable objectives

　　Know the GitLab platform, our more common best practices, and use cases in order to guide the customer

　　Understand the customer journey and be able to guide them on future adoption

　　Act as the GitLab liaison for GitLab questions, issues, or escalations. Collaborate with GitLab Support, Product Management (i.e., roadmaps), or other teams as needed

　　Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction

　　Remain knowledgeable and up-to-date on GitLab releases

　　What you'll bring

　　Understanding of Git and typical branching strategies

　　Knowledge of software development lifecycle and development pipeline

　　Understanding of continuous integration, continuous deployment, DevSecOps

　　Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention

　　Experience partnering with customers to define and achieve business outcomes

　　Familiarity working with customers of sizes relevant to the assigned segment (https://handbook.gitlab.com/handbook/customer-success/csm/segment/#segments)

　　Exceptional verbal, written, organizational, presentation, and communications skills

　　Project management experience & skills

　　Strong technical, analytic, and problem-solving skills

　　Alignment with our values (https://handbook.gitlab.com/handbook/values/) , and willingness to work in accordance with those values

　　Willingness to travel if needed and comply with the company’s travel policy (https://handbook.gitlab.com/handbook/travel/)

　　How GitLab will support you

　　Benefits to support your health, finances, and well-being (https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/)

　　All remote, asynchronous (https://about.gitlab.com/company/culture/all-remote/asynchronous/) work environment

　　Unlimited PTO (https://about.gitlab.com/handbook/paid-time-off/) (paid time off)

　　Team Member Resource Groups

　　Equity Compensation & Employee Stock Purchase Plan (https://about.gitlab.com/handbook/stock-options/)

　　Growth and development budget (https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/#growth-and-development-benefit)

　　Parental leave (https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/#parental-leave)

　　Home office (https://about.gitlab.com/handbook/finance/procurement/office-equipment-supplies/) support

　　Hiring process

　　Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process. To learn more about someone who may be conducting the interview, find their job title on our team page (https://about.gitlab.com/company/team/) .

　　Recruiter Screening

　　Qualified candidates will be invited to schedule a 30 minute screening call (https://about.gitlab.com/handbook/hiring/interviewing/#screening-call) with one of our Global Recruiters.

　　Hiring Manager Interview

　　The hiring manager interview is the first of the interviews with the Customer Success Manager team. This interview is with the manager of the team the candidate is applying to join. It is a 45 minute interview.

　　Panel Interview

　　The panel interview consists of several members of the Customer Success Manager team. It typically includes the hiring manager and 1-2 other team members. This is a 90 minute interview, with the following format:

　　A demo of GitLab based on the guidance provided ahead of the interview by the recruiter

　　General discussion and questions from the panel

　　Executive Interview

　　Conducted by the Director of CSMs, this is a discussion with the candidate as a final assessment interview to evaluate the candidate’s suitability for the role. This is a 30 minute interview.

　　Reference and Background Check

　　Once the candidate has successfully completed all interview stages with positive recommendations at each stage, GitLab will complete reference checks (https://about.gitlab.com/handbook/hiring/interviewing/#reference-check-process) and a background check (https://about.gitlab.com/handbook/hiring/interviewing/#background-checks) .

　　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 (https://about.gitlab.com/company/culture/inclusion/#examples-of-select-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.

　　#LI-DNI

　　The base salary range for this role’s listed level is currently for residents of listed locations only. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. See more information on our benefits (https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/) and equity (https://about.gitlab.com/handbook/stock-options/) . Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.

　　Colorado/Washington pay range

　　$77,700—$149,800 USD

　　California/New York/New Jersey pay range

　　$77,700—$166,500 USD

　　Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

　　Privacy Policy: Please review our Recruitment Privacy Policy. (https://about.gitlab.com/handbook/hiring/candidate/faq/recruitment-privacy-policy/) Your privacy is important to us.

　　GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy (https://about.gitlab.com/handbook/people-policies/inc-usa/#equal-employment-opportunity-policy) and EEO is the Law (https://about.gitlab.com/handbook/labor-and-employment-notices/#eeoc-us-equal-employment-opportunity-commission-notices) . If you have a disability or special need that requires accommodation (https://about.gitlab.com/handbook/people-policies/inc-usa/#reasonable-accommodation) , please let us know during the recruiting process (https://about.gitlab.com/handbook/hiring/interviewing/#adjustments-to-our-interview-process) .