Public Sector 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.

• 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.

• 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.

The 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.

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 team page.

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

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.

The peer interview is with one of our Public Sector CSMs and is a 30-45 minute interview. 

The panel interview consists of 2-3 of the Customer Success Manager team. This is a 60 minute interview, with the following format:

• A product demo based on the guidance provided ahead of the interview by the recruiter
• General discussion and questions from the panel

Conducted by the Regional Sales Director, 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.

Once the candidate has successfully completed all interview stages with positive recommendations at each stage, GitLab will complete reference checks and a background check.

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 underrepresented groups 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.

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