The opportunity
We are part of GitLab’s Customer Success organization. Our mission is to help customers align the GitLab platform with their business objectives through hands-on technical enablement, driving adoption, utilization, and DevSecOps maturity while building strong, consultative relationships.
What you'll do
Lead structured Accelerator programs from discovery through measurement,: including defining outcomes, establishing baselines, creating milestones, managing the customer collaboration backlog, and documenting results.
Guide customers on how to best use the GitLab platform, including common: DevSecOps best practices, Git workflows, CI/CD, and adoption patterns.
Own a book of customers and drive adoption, retention, expansion, and overall: satisfaction through ongoing strategic and technical engagement.
Build and maintain Customer Success Plans, define critical goals and key: performance indicators, and track progress with customers over time.
Act as the primary GitLab liaison for assigned accounts, coordinating: responses to questions, issues, and escalations across Support, Product Management, Sales, and Professional Services.
Design and deliver structured technical enablement programs, including: discovery workshops, custom workshops, and asynchronous guidance, while maintaining clear boundaries between Customer Success advisory work and Professional Services implementation.
What they're looking for
- Support and lead account escalations by coordinating technical context,: follow-up actions, customer communications, and clear exit criteria.
- Analyze GitLab usage, adoption, and maturity signals to identify risks,: prioritize interventions, and recommend next steps.
