Public Sector Customer Success Manager

We are currently hiring a Customer Success Manager for our Public Sector team in the United States. 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 . **What you'll do** * Partner with our Public Sector 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 * Exceptional verbal, written, organizational, presentation, and communications skills * Project management experience & skills * Strong technical, analytic, and problem-solving skills * Alignment with our , and willingness to work in accordance with those values * Willingness to travel if needed and comply with the company’s **How GitLab will support you** * All remote, work environment * (paid time off) * 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 . **Recruiter Screening** Qualified candidates will be invited to schedule a 30 minute 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. **Peer Interview** The peer interview is with one of our Public Sector CSMs and is a 30-45 minute interview. **Panel Interview** The panel interview consists of several members of the Customer Success Manager team. It typically includes the hiring manager and 2-3 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 VP of Public Sector Customer Success, 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 and a . 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 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. *The salary and OTE 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 and .* *California/Colorado/Hawaii/New Jersey/New York/Washington pay range:* *OTE (salary + variable bonus): $117,600 - $252,000 OTE USD* *Base salary: $88,200 - $189,000 USD* #LI-DNI **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 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 and . If you have a disability or special need that requires , please let us know during the . Select... If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

GitLab is a complete DevOps platform, delivered as a single application, fundamentally changing the way Development, Security, and Ops teams collaborate and build software. From idea to production, GitLab helps teams improve cycle time from weeks to minutes, reduce development costs and time to market while increasing developer productivity. We're the world's largest all-remote company with team members located in more than 65 countries. As part of the GitLab team, you can work from anywhere with good internet. You'll have the freedom to contribute when and where you do your best work.