• The Senior Customer Success Specialist plays a high-impact role in managing strategy and product utilization across the CDSP product portfolio. • They serve as an advisor for our mid-size (major) accounts and are responsible for optimizing customer outcomes. • Ensure customer relationships are established and strengthened. • Drive product adoption and ensure utilization goals are achieved. • Work directly with Sales Major Account Managers to ensure customer needs are identified and satisfied. • Partner with Sales to build and maintain the health and well-being of assigned Major Accounts.

• 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.

• Keeping each Partner and their entire organization engaged, after their onboarding; however, this starts from the get-go (i.e. once they sign on the dotted line)! • You’ll quickly build relationships with owners/senior stakeholders on their team to then lead them through a structured transformation journey from onboarding to full adoption of OneVision’s Platform Services model • Making sure each Partner is actively selling membership subscriptions to their clients (this is how we make money) • Identifying upsell opportunities and closing partners on platform add-ons and package upgrades • Ensuring that each Partner remains committed to our platform and continuous improvement when implementing platform SOP’s and best practices (this often takes coaching, motivating, change management, and driving accountability) • Reaching beyond just the business owner to establish and nurture deep relationships with key individuals across each Partner company, converting them into OneVision advocates • Working with our other Partner Development and Product Management teammates to stay up to date on changes to our platform and roll out to Partners • Collaborating with internal teams (Support, Sales, and Marketing, to name a few) to ensure alignment, share feedback, and deliver a consistent Partner experience • Establishing goals, tracking milestones, and delivering regular progress updates to ensure Partner success, retention, and growth in service-related revenue streams

• Define and execute a scalable, outcome-driven Customer Success strategy aligned to company growth goals and customer value realization • Establish clear customer journey stages, success milestones, and engagement models across segments • Partner with Sales, Product, and Implementation to ensure seamless handoffs and strong time-to-value • Build forecasting rigor and renewal predictability through structured account planning and risk management • Design and continuously improve a best-in-class post-sale customer experience that increases loyalty and advocacy • Translate customer feedback into actionable recommendations for Product, Engineering, and GTM teams • Recruit, develop, and retain a high-performing Customer Success team • Leverage CS tooling and automation to improve efficiency, scale, and customer insight