• Help GitLab customers realize the full value of our intelligent DevSecOps platform by driving adoption, measurable outcomes, and long-term advocacy across the region. • Serve as a trusted advisor to a portfolio of customers, guiding them on Git, branching strategies, software development lifecycle practices, continuous integration, continuous deployment, and DevSecOps best practices. • Connect customer goals with GitLab capabilities, lead workshops and Center of Excellence efforts, and turn product usage data into clear, actionable recommendations for both customers and GitLab account teams. • Work closely with Product Management, Engineering, Sales, and Professional Services, and measure success in the first year through customer satisfaction, retention, and the strength of the strategic relationships built in APJ.

• Provide onboarding support to new members in both the B2C and B2B spaces, minimizing their time to value on our platform. • Proactively monitor customer health signals and run save conversations with at-risk accounts before they reach the cancellation stage. • Identify and flag expansion opportunities to the Sales team when your customers are set up to grow. • Surface meaningful customer feedback to Product and leadership — not just themes, but the context and evidence that actually drives decisions. • Improve the systems you inherit — updating playbooks, maintaining documentation, and proposing workflow changes that make the whole team better. • Build genuine, long-term relationships with your customers — they should hear from you when things are going well, not just when something's wrong.

• Primary point of contact for 30–60 assigned accounts across the entire engagement • Manage dedicated Slack channels — respond within 2 hours during business hours • Understand each client's business goals, pain points, and competitive landscape to advise strategically • Conduct congratulations calls — first touchpoint after client signs • Run onboarding calls — walk clients through systems, set up CRM, connect calendars, review ad guidelines, complete all onboarding forms • Lead launch calls — present ROI expectations, confirm ad budgets, review ad creatives, walk through patient journey, ensure backup cards are on file • Lead weekly and bi-weekly check-in calls — address concerns, review campaign performance, discuss strategy pivots • Monitor campaign performance — track lead flow, cost per lead, show rates, booking rates, conversion metrics; flag issues before clients notice • Track appointment statuses (showed, no-show, cancelled, rescheduled) the day after each booking • Coordinate with media buyers on creative feedback and strategy changes • Coordinate with onboarding/tech team on funnel builds, CRM setup, and technical integrations • Identify upsell and account expansion opportunities across portfolio • Spot at-risk accounts early through engagement tracking and sentiment analysis; intervene before clients consider leaving • Turn satisfied clients into case studies, testimonials, and referral sources • Maintain ClickUp task organization, update client cards, track deliverables and timelines • Prepare monthly performance summaries with campaign results, lead data, and strategic recommendations • Update DEFCON status, communication recency, and billing information in ClickUp

• Facilitate high-level communications regarding software licensing and compliance via email, phone, and video conferencing. • Conduct thorough research into case details, analyze usage patterns, and maintain meticulous records within the CRM. • Manage compliance leads and employ professional negotiation tactics to resolve licensing discrepancies. • Contribute to the internal knowledge base by documenting workflows and generating performance reports.