• 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.

• Partner with customers to translate pre-sales command plans and desired business outcomes into actionable objectives, clear success criteria, and measurable KPIs tracked over time. • Build and maintain Customer Success Plans within assigned accounts, defining critical goals, adoption milestones, and remediation actions — reviewed regularly with customer stakeholders. • Guide customers on GitLab platform best practices including Git workflows, branching strategies, CI/CD pipeline design, DevSecOps adoption patterns, and security scanning configuration. • Own a book of enterprise or Government customers and drive adoption, retention, expansion, and overall satisfaction through ongoing strategic and technical engagement. • Act as the primary GitLab liaison for assigned accounts, coordinating responses to questions, issues, and escalations across Support, Product Management, Sales, and Professional Services. • Program manage account escalations end-to-end — ensuring root causes are identified, follow-up actions are owned, timelines are tracked, and stakeholders across multiple teams are kept informed throughout. • Provide hands-on technical enablement and onboarding, including education on GitLab features, releases, and use cases, and identification of training and maturity opportunities aligned to customer goals. • Engage customers on cloud platform architecture decisions relevant to their GitLab deployment — including self-managed vs. GitLab Dedicated, Runner configuration and auto-scaling, secrets management, and network topology considerations. • Advise customers on DevSecOps consolidation value — articulating the TCO, compliance, and developer experience case for platform consolidation over fragmented toolchains. • Collaborate with Professional Services, Sales, and internal teams to identify expansion opportunities, recommend enablement interventions, and ensure a seamless customer journey from onboarding through renewal.

• 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.