• Serve as a Strategic Partner to UK Enterprise and Mid-Market Clients • Drive expansion into new markets and industries • Proactively identify and execute upsell and cross-sell opportunities • Build and maintain deep relationships with key stakeholders

• Partner with our customers in taking what was established in the pre-sales command plan, and turning the customers desired positive business outcomes into actionable objectives • Know the GitLab platform, our more common best practices, and use cases in order to guide the customer • Understand the customer journey and be able to guide them on future adoption • Act as the GitLab liaison for GitLab questions, issues, or escalations. Work with GitLab Support, Product Management (i.e., roadmaps), or other teams as needed • Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction • Remain knowledgeable and up-to-date on GitLab releases • Provide immediate onboarding activities • Work with assigned customers to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals • Program manage account escalations Provide insights with respect to the availability and applicability of new features in GitLab as relevant • Support GitLab Services in identifying and recommending training opportunities

• Partner with our customers in taking what was established in the pre-sales command plan, and turning the customers desired positive business outcomes into actionable objectives • Know the GitLab platform, our more common best practices, and use cases in order to guide the customer • Understand the customer journey and be able to guide them on future adoption • Act as the GitLab liaison for GitLab questions, issues, or escalations. Collaborate with GitLab Support, Product Management (i.e., roadmaps), or other teams as needed • Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction • Remain knowledgeable and up-to-date on GitLab releases

Role Description We are looking for a Customer Success Manager to join us on a 12 month contract. - Manage a portfolio of approximately 30 Enterprise and Mid-Market accounts with a combined book of business value of circa £1.5m, focused on retention, growth and long-term client success. - Own client performance reporting and optimisation strategies, proactively monitoring delivery, identifying opportunities for improvement and ensuring campaigns consistently achieve strong results. - Oversee end-to-end campaign management, including offer execution, advertising tracking, performance analysis and client reporting to maximise campaign effectiveness and ROI. - Build strong client relationships through regular MBRs/QBRs, in-person meetings and occasional travel, while partnering closely with Account Managers to deliver a seamless client experience. Qualifications - 3+ years’ experience in Customer Success, Account Management or Affiliate Marketing, with a proven track record of managing and growing Enterprise and Mid-Market client relationships. - Strong analytical and reporting skills, with experience delivering campaign performance reporting, client insights and optimisation recommendations. - Confident leading QBRs and MBRs, with excellent communication and presentation skills across in-person meetings, video calls and written communication. - Highly organised and adaptable, with strong time management skills and the ability to manage multiple priorities and deadlines in a fast-paced environment. Benefits - Competitive salary. - 30 days annual leave, plus bank holidays. - Accredited 'Great Place To Work’ company in three categories. - Commitment to personal development and career growth, coaching workshops and progression plans. - Remote-first working environment with up to 180 days working from abroad (subject to approval). - Flexible working hours (start between 8-10am and finish between 4:30-6:30pm). - Focus on welfare, including a monthly wellness allowance, gym memberships, access to mental health first aiders, and a health cash plan. - Access to incredible partnership discounts for major brands like Google, Apple, GymShark, Domino's, Uber, and more. - £200 work from home set up allowance for your at-home working space.