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. #LI-DNI The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary. United States Salary Range $85,200—$144,000 USD How GitLab Supports Full-Time Employees - 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 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.

• Respond to customer inquiries regarding products, orders, and printing options • Provide clear and accurate information to help customers make decisions • Proactively reach out to customers via email and phone to resolve issues faster • Handle a mix of urgent/rush orders and standard inquiries in a timely manner • Monitor and manage order flow through the company’s custom admin system • Ensure all orders are processed correctly and no details are missed • Identify and escalate potential issues before they impact production or delivery • Review incoming data and customer submissions for accuracy and completeness • Review submitted logos and artwork for quality and print readiness • Open files in tools such as Photoshop or Illustrator when needed • Flag basic issues (resolution, formatting, clarity) for the design team • Coordinate with designers for any required adjustments or corrections • Identify gaps or inefficiencies in current workflows • Suggest improvements to systems, processes, and customer experience • Help ensure smoother order handling and reduced manual errors • Support automation and operational refinement initiatives

Role Description We are looking for a proactive and detail-oriented Customer Service & Operations Virtual Assistant to support both customer-facing communication and internal operational workflows. This is not a traditional support role. In addition to handling customer inquiries, you will play a key part in improving processes, ensuring order accuracy, and helping the business run more efficiently through better systems and proactive communication. You will act as a bridge between customers, operations, and production—making sure orders are accurate, issues are resolved quickly, and nothing falls through the cracks. Key Responsibilities: - Customer Support & Communication - Respond to customer inquiries regarding products, orders, and printing options - Provide clear and accurate information to help customers make decisions - Proactively reach out to customers via email and phone to resolve issues faster - Handle a mix of urgent/rush orders and standard inquiries in a timely manner - Order Management Operations - Monitor and manage order flow through the company’s custom admin system - Ensure all orders are processed correctly and no details are missed - Identify and escalate potential issues before they impact production or delivery - Review incoming data and customer submissions for accuracy and completeness - Quality Control & Basic Design Review - Review submitted logos and artwork for quality and print readiness - Open files in tools such as Photoshop or Illustrator when needed - Flag basic issues (resolution, formatting, clarity) for the design team - Coordinate with designers for any required adjustments or corrections - Process Improvement & Systems Support - Identify gaps or inefficiencies in current workflows - Suggest improvements to systems, processes, and customer experience - Help ensure smoother order handling and reduced manual errors - Support automation and operational refinement initiatives Qualifications - Proven experience in customer service, operations, or virtual assistant roles - Strong communication skills (written and verbal) - Comfortable making phone calls to customers when needed - Highly organized with strong attention to detail - Ability to multitask and manage moderate-volume workflows - Basic familiarity with graphic files and design tools (Photoshop/Illustrator preferred but not required) - Proactive mindset with a focus on problem-solving and process improvement - Ability to work independently and take ownership of tasks Requirements - Nice to Have: - Experience in print, merchandise, apparel, or e-commerce industries - Basic understanding of file formats and print production requirements - Experience working with custom admin systems or order management tools - Exposure to working with designers or creative teams Work Arrangement & Expectations This is a remote role that will be set up as an independent contractor engagement. To ensure alignment and transparency, successful candidates will be expected to: - Disclose any existing ongoing roles or client work - Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”)

• Answer an average of 45-55 inbound calls per day • Deliver exceptional customer service while adhering to Attendance guidelines • Active participation and successful completion of customer service training