Customer Success Manager

As a 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. What You’ll Do - 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. What You’ll Bring - Eligibility as a United States Person (U.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.