• Serving as first point of contact and advocate for clients using our polling products, triaging incoming requests, resolving what you can, and escalating to engineering or data science when deeper troubleshooting is needed • Proactively identifying and pitching relevant use cases and features to clients to maximize tool adoption and value • Partnering with our internal teams to think through and solve the novel challenges that come with getting new tools into the hands of a diverse community of users for the first time • Onboarding new client users to our polling tools and interfaces, including guided walkthroughs, training sessions, and materials that meet clients where they are technically • Writing and maintaining product documentation: user guides, FAQs, release notes, and how-to resources that help clients self-serve and reduce friction as we ship new features • Tracking client feedback, feature requests, and recurring support themes to surface patterns, prioritize improvements, and inform the product roadmap alongside engineering and data science • Providing product feedback to engineers to improve our tools for internal and external usage, including the interfaces clients and internal teams use to access and interact with our research

• Own the customer’s overall adoption strategy • Build & maintain the customer’s comprehensive value delivery plan • Own, lead & orchestrate end-to-end adoption delivery • Serve as the primary point of contact for clients • Cultivate and sustain strategic relationships with key clients • Collaborate closely with clients to tailor automation solutions • Develop and maintain workstream plans, timelines, and deliverables • Stay abreast of industry trends and emerging technologies • Collaborate with internal technical teams and other stakeholders

• 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.