Senior Customer Success Manager

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our valuesand continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. * Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab. As a Senior Customer Success Manager on our Public Sector team, you’ll help U.S. government and public sector organizations realize meaningful business outcomes with the GitLab DevSecOps platform. You’ll turn pre-sales command plans into clear, actionable objectives, guide customers through their adoption journey, and enable them on common Git, CI/CD, and DevSecOps best practices so they can deliver secure software more efficiently. Acting as a trusted liaison between your customers and GitLab Support, Product Management, Engineering, Sales, and Professional Services, you’ll own a portfolio of accounts and focus on increasing adoption, retention, growth, and overall satisfaction while staying current on GitLab product releases. This role is based in the United States public sector space and is best suited for a United States Person who is comfortable working cross-functionally, managing complex projects, and representing the voice of the customer across GitLab. Partner with Public Sector customers to translate pre-sales command plans and desired business outcomes into clear, actionable objectives. Guide customers on how to use the GitLab platform effectively, drawing on common best practices, DevSecOps principles, and typical Git workflows and branching strategies. Map and manage the customer journey, and coach customers on how to adopt new GitLab use cases over time. Act as the primary GitLab liaison for your customers, coordinating responses to questions, issues, and escalations by working closely with Support, Product Management, Sales, Professional Services, and other teams. Own a defined book of business with responsibility for driving adoption, retention, expansion, and overall customer satisfaction. Stay current on GitLab releases and help customers understand and apply new features to their environments and use cases. Use project management skills to plan, track, and deliver customer enablement and success initiatives across multiple stakeholders. S. citizen, lawful permanent resident, refugee, or asylee), in line with government requirements for this role. Background in Customer Success or a similar customer-facing role with a track record of driving satisfaction, adoption, and retention. Experience partnering with customers to connect technical capabilities to business outcomes and define measurable objectives. Understanding of Git and common branching strategies, along with familiarity with the software development lifecycle and development pipelines. Knowledge of continuous integration, continuous deployment, and DevSecOps concepts and how customers apply them. Ability to manage a portfolio of customers of varying sizes in the public sector, balancing priorities across multiple stakeholders. Strong verbal, written, presentation, and organizational skills, with the ability to explain technical topics in clear, simple language. Demonstrated project management, analytical, and problem-solving skills, with openness to learning and applying transferable skills in new situations. The Senior Customer Success Manager role sits within our Public Sector Customer Success team, which partners with United States government and public sector organizations to help them realize ongoing value from the GitLab platform. We own the post-sales relationship, driving adoption, retention, and growth by aligning GitLab capabilities to each customer’s mission, enabling them on DevSecOps best practices, and coordinating cross-functionally with Sales, Support, Product Management, Engineering, and Professional Services. Our team members work in an all-remote, distributed environment and collaborate asynchronously across time zones, using GitLab’s tools and processes to stay aligned while we tackle opportunities such as expanding use cases, improving customer return on investment, and simplifying engagement with the broader GitLab ecosystem. How GitLab will support you ~ Home office support If you're excited about this role, please apply and allow our recruiters to assess your application. The base salary range for this role’s listed level is currently for residents of theUnited States 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, alignment with market data,and geographic location.The base salary range does not include any bonuses, equity, or benefits. 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. How GitLab Supports Full-Time Employees If you're excited about this role, please apply and allow our recruiters to assess your application. 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. 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. See also GitLab’s EEO Policy and EEO is the Law . If you have a disability or special need that requires accommodation , please let us know during the recruiting process .