• Manage customer relationships from post-sales kickoff, through implementation, and beyond. • Host regular meetings with customers to ensure satisfaction and maximum value add from the product. • Act as a customer advocate within the company, ensuring that customer feedback and needs are effectively communicated to product and engineering teams. • Work closely with program management, migration solutions and solutions engineering teams to oversee customer implementation processes, ensuring successful migration, user training, and customer relationship-building. • Collaborate with engineering and product to manage customer feature requests and go-live requirements. • Identify ways to improve customer success's day-to-day operations as we continue to scale, finding new strategies and tools to make our work more efficient. • Develop and maintain comprehensive customer-facing documentation, including knowledge base articles, videos, FAQs, and user guides. • Provide technical support and guidance to customers, addressing their inquiries and issues related to our operating system. • Develop and nurture community of current customers and future prospects, with a focus on connecting likeminded people and building gaiia's ecosystem.

• Build and maintain a trusted advisor relationship with each assigned customer, focusing on adoption, measurable outcomes, and long-term satisfaction with GitLab. • Assist customers with expert deployment guidance, operational best practices, and establishing a GitLab Center of Excellence within their organization. • Lead and participate in workshops to help customers understand and use the full value of the GitLab solution across their software development lifecycle. • Measure and monitor customers’ progress against critical and key performance indicators, and share insights with GitLab account stakeholders and customer sponsors and executives. • Translate customer product usage data into clear, actionable recommendations that drive adoption and expansion of GitLab within customer environments. • Establish and manage regular touchpoints with customers in line with service level agreements to review strategic and technical objectives and adjust plans as needed. • Collaborate closely with Product Management, Engineering, Sales, and Professional Services to streamline issue resolution, share customer feedback, and align on customer success plans.

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 values and 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. An overview of this roleAs a Customer Success Manager, you’ll help GitLab customers realize the full value of our DevSecOps platform by driving adoption, measurable outcomes, and long-term advocacy. You’ll serve as a trusted advisor to a portfolio of customers, guiding them on Git, branching strategies, software development lifecycle, continuous integration, continuous deployment, and DevSecOps best practices. In this role, you’ll connect customer goals with GitLab capabilities, lead workshops and Centers of Excellence efforts, and translate product usage data into clear, actionable recommendations for both customers and GitLab account teams. You’ll collaborate closely with Product Management, Engineering, Sales, and Professional Services, with success in your first year measured by customer satisfaction, retention, and the strength of the strategic relationships you build. What you’ll do - Build and maintain a trusted advisor relationship with each assigned customer, focusing on adoption, measurable outcomes, and long-term satisfaction with GitLab. - Assist customers with expert deployment guidance, operational best practices, and establishing a GitLab Center of Excellence within their organization. - Lead and participate in workshops to help customers understand and use the full value of the GitLab solution across their software development lifecycle. - Measure and monitor customers’ progress against critical and key performance indicators, and share insights with GitLab account stakeholders and customer sponsors and executives. - Translate customer product usage data into clear, actionable recommendations that drive adoption and expansion of GitLab within customer environments. - Establish and manage regular touchpoints with customers in line with service level agreements to review strategic and technical objectives and adjust plans as needed. - Collaborate closely with Product Management, Engineering, Sales, and Professional Services to streamline issue resolution, share customer feedback, and align on customer success plans. What you’ll bring - Experience in a customer-facing role focused on post-sales adoption, value realization, and advocacy. - Background in customer success, professional services, technical account management, or a related function with direct customer engagement. - Ability to understand and discuss Git, common branching strategies, and how customers use version control in their workflows. - Knowledge of the software development lifecycle, including typical development pipelines and tooling. - Familiarity with continuous integration, continuous deployment, and DevSecOps concepts and practices. - Skill in translating product usage data and technical details into clear, actionable insights for both technical and executive stakeholders. - Proven ability to build trusted advisor relationships, facilitate workshops, and guide customers through best practices and operational change. - Openness to learning, with transferable skills from adjacent roles or industries that support collaborative, outcome-focused customer partnerships. About the teamThe Customer Success Management team at GitLab works with customers across regions to drive adoption of the GitLab DevSecOps platform, measure and communicate outcomes, and build long-term advocacy. As a globally distributed, all-remote team, we collaborate asynchronously with Product Management, Engineering, Sales, Professional Services, and other groups to connect customer needs with GitLab’s product and services. We focus on helping our customers establish GitLab best practices, including Centers of Excellence, and on turning usage data into actionable insights that support strategic and technical objectives. How GitLab will support you - Benefits to support your health, finances, and well-being - Flexible Paid Time Off - Team Member Resource Groups - Equity Compensation & Employee Stock Purchase Plan - Growth and Development Fund - Parental leave - Home office support 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. Country Hiring Guidelines: GitLab hires new team members in countries around the world. 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. Your privacy is important to us. GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. 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. GitLab will not tolerate discrimination or harassment based on any of these characteristics. 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.

• Serve as the primary point of contact for assigned clients, managing day-to-day needs and ensuring smooth delivery of services. • Lead and coach a team of account managers that service Datavant customers to ensure meeting format, communication and reporting are consistent. Serve as a key escalation point for issue resolution. • Develop a trusted advisor relationship with strategic accounts, overseeing execution across client engagements, including implementation, forecasting, project tracking, and issue resolution. • Collaborate with internal teams (sales, operations, product) to ensure alignment between client goals and Datavant’s solutions. • Support client success planning and identify opportunities to expand client engagement through additional products or services. • Partner with Client Success leadership to escalate and resolve complex client challenges. • Track and report on client performance metrics and service level agreements. • Help define and implement best practices for account management, reporting, and client communication. • Stay informed about industry trends and competitive developments to help guide clients effectively. • Learn the systems, processes, and technologies that support client delivery and actively suggest process improvements.