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Customer Success Manager (West)

    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.

    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 Exceptional verbal, written, organizational, presentation, and communications skills Project management experience & skills Strong technical, analytic, and problem-solving skills Alignment with our values, and willingness to work in accordance with those values Willingness to travel if needed and comply with the company’s travel policy

    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 and equity. 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/Hawaii/New York/New Jersey pay range $77,700$166,500 USD

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