• Account Ownership: Serve as the primary post-sales point of contact for a portfolio of top-tier strategic accounts across enterprise, AI/ML, and hyperscale segments. • Customer Outcomes: Drive adoption, expansion, and retention by aligning customer goals to product capabilities and ensuring measurable business impact. • Executive Relationship Management: Build and maintain executive-level relationships (CTO, CIO, VP Engineering, Procurement, etc.), becoming a trusted advisor in infrastructure strategy. • Service Delivery Coordination: Partner with Technical Account Managers (TAMs) and Service Delivery to ensure SLAs, contractual obligations, and operational outcomes are met. • Growth & Expansion: Identify opportunities for growth, renewal, and expansion through close alignment with Sales, Product, and Solution Architecture. • Risk Management: Proactively identify churn risks and create mitigation plans through strategic success planning, stakeholder engagement, and value realization frameworks. • Advocacy: Represent the customer’s voice internally, influencing roadmap and service improvements. • QBRs / EBRs: Lead regular Executive Business Reviews highlighting performance, usage, ROI, and strategic alignment.

• Define and execute the global Customer Success strategy aligned with corporate growth and retention objectives. • Partner cross-functionally with Sales, Product, Engineering, and Operations to ensure customer feedback drives roadmap and quality improvements. • Establish a scalable Customer Success operating model that supports enterprise, mid-market, and SMB customers. • Lead Customer Success Managers to proactively manage relationships, adoption, and Net Revenue Retention (NRR). • Develop frameworks for onboarding, adoption, health scoring, renewal, and expansion. • Champion customer advocacy programs, referenceability, and voice-of-the-customer initiatives. • Oversee TAMs providing proactive technical guidance, performance optimization, and architecture support. • Drive service-level excellence across compute, storage, networking, and GPU-based infrastructure environments. • Ensure tight alignment between TAMs, engineering, and support to accelerate resolution of complex issues. • Lead the end-to-end delivery of infrastructure in alignment with customer contracts, SLAs, and statements of work (SOWs). • Ensure all service commitments — including performance, uptime, response, and delivery milestones — are consistently met or exceeded. • Partner closely with data center operations, engineering, and program management to ensure operational readiness and accountability for each customer engagement. • Establish governance frameworks for contract compliance, change management, and escalation to ensure transparency and customer trust. • Drive a culture of proactive delivery excellence, balancing efficiency, scalability, and adherence to contractual obligations. • Define key metrics: NRR, logo retention, customer health, time-to-value, and SLA adherence. • Build scalable systems and automation for renewals forecasting, success planning, and engagement tracking. • Mentor directors and senior managers, fostering a performance-driven, customer-centric culture.

• 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

• Establish and maintain strong relationships with clients, understanding their business objectives and needs. • Proactively engage with clients to ensure they derive value from our services and products. • Collaborate with internal teams to facilitate onboarding, training, and support for clients. • Monitor client health and satisfaction metrics, acting promptly to address any issues or concerns. • Develop and implement strategies to drive client retention and engagement. • Prepare and deliver regular reports on client progress and performance. • Advocate for client needs within the organization to enhance service delivery and product offerings.