Growth Accounts, Customer Success Manager

The Customer Success team focuses on the themes of align, enable, and expand(e)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. TAM handbook.

Responsibilities

• Possess a deep understanding of creating customer value to deliver scalable customer engagements that help customers derive ongoing value from their investment with GitLab
• Manage and provide input into iteration upon the customer journey, including onboarding, adoption, retention, and expansion, with an emphasis on defining and demonstrating value programmatically to grow net revenue retention ultimately
• Take a data-driven approach to driving value across the customer segment, ensuring time and attention is prioritized to ensure the most significant positive impact
• Proactively identify and prioritize accounts to focus efforts within a defined territory as based on point in lifecycle (e.g., onboarding) perceived risk, potential growth, strategic value, and renewal timeframe
• Work cross-functionally with multiple teams (CS ops, content, programs, marketing, product) to develop thoughtful and innovative approaches to driving success with customers at scale
• Identify key areas of enablement need across the customer segment and partner closely with the strategic and scale CSMs to create content and webinars to address these needs
• Analyze industry best practices, trends, and performance metrics to shape customer engagement strategies and accelerate results

Requirements

• Ability to use GitLab and willing to work with Git and GitLab whenever possible
• Alignment with our values, and willingness to work in accordance with those values
• Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention
• Familiarity working with customers of all sizes, especially large enterprise organizations
• Exceptional verbal, written, organizational, presentation, and communications skills
• Detailed oriented and analytical
• Strong team player but self-starter
• Project management experience & skills
• Strong technical, analytic, and problem-solving skills
• Share our values, and work in accordance with those values
• Ability to travel if needed and comply with the company’s travel policy

Hiring Process

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

Recruiter Screening

Qualified candidates will be invited to schedule a 30 minute screening call with one of our Global Recruiters.

Hiring Manager Interview

The hiring manager interview is the first of the interviews with the CSM team(e)This interview is with the manager of the team the candidate is applying to join(e)It is a 30 minute interview.

Peer Interview

The peer interview is conducted by an individual contributor who is a member of the team the candidate is applying to join(e)Peer interviewers are selected by the hiring manager(e)This is a 30 minute interview.

Panel Interview

The panel interview consists of several members of the CSM team(e)It typically includes the hiring manager and two other team members(e)This is a 60 minute interview, with the following format:

• • Live demonstration based on the guidance provided ahead of the interview by the recruiter
  • General discussion and questions from the panel