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.

• Serve as the client success manager for a portfolio of large, complex clients with revenue under management of 3m+ ARR consistently reselling the value of IH services and solutions while seeking opportunities to deepen the partnership. • Develop a deep understanding of client strategy, partnering with clients to develop measurable goals and define desired business outcomes for their relationship with Included Health. • Establish and maintain Retention and Upsell Plan (RUP) for each assigned client. Engage IH cross functional partners to proactively and intentionally drive client health including member utilization and client ROI to meet client expectations and deliver on contractual commitments. • Consult with clients fostering alignment to IH Marketing Best Practices. Partner with the Included Health’s Marketing team to define and execute a holistic member engagement strategy aligned to contractual commitments. • Resell the value of Included Health services, products and solutions, identifying and cultivating upsell opportunities consistently seeking opportunities to expand and deepen the relationship. • Deliver recurrent business reviews demonstrating progress towards and achievement of shared success measures including member engagement, utilization, clinical impact, PGs and ROI while demonstrating a strategic command of the client’s experience and linking results to the client’s desired business outcomes and goals. • Conduct recurrent Partnership Connect meetings with day to day client contacts galvanizing the partnership and creating a trusted advisor bond. Cultivate professional relationships and trusted advisor status with client executives and consultants. Collaborate with vendors in the client’s benefits ecosystem to optimize the member experience and the client investment. • Understands client contractual commitments, partners with clients to establish recurrent partnership connections and business reviews. Ensures client expectations are well managed and effectively aligned to contract. Serves as the internal IH client advocate. Represents CS in client Launch Command activities. • Negotiate price increase at renewal, actively seeking opportunities to expand IH services and offering while ensuring renewal is executed with most current IH contract terms. • Mitigate churn risk and proactively engage cross-functional IH business partners to advance client strategy while serving as the client’s advocate within IH. • Maintain CS and CRM Platforms in keeping with CS leadership expectations / CS Playbooks. Document all client interactions and follow-up in appropriate IH systems and to clients via email to deliver on client commitments and document expectations. • Participate in special projects to improve effectiveness of CS, and client and member experience as needed.

• Owns the customer relationship of a global or large-scale strategic account and actively manages the stakeholder relationship at all levels (i.e., executive, management, technical leaders), including strategic roadmap discussions. • Develops and nurtures relationships and adjusts value and adoption messaging according to the levels and interests of customer stakeholders. • Coaches peers on strategic approaches, provides mentorship for Enterprise CSMs to help them grow their knowledge, and offers a premium customer experience. • Identifies and creates solutions to address Customer Success needs, improve effectiveness and efficiency, and deliver to or exceed key customer metrics. • Develops and maintains strategic Success Plans that align with value milestones and customer-defined business outcomes. • Partners with the customer to build a joint plan for success, maintaining a detailed understanding of the customer’s business to achieve high levels of customer satisfaction, engagement, and adoption of Quest technologies. • Monitors customer analytics and KPIs to reinforce the value of the customer solution, identify areas to improve customer experience, and optimize the solution. • Facilitates Executive Business Reviews (EBRs) in collaboration with Account Management, using the Success Plan and business case to demonstrate impact, value delivered, and growth opportunities. • Delivers an outstanding customer experience to support our brand promise of delivering superior outcomes and to support and identify cross-sell and upsell of services and products. • Actively monitors customer engagement signals and sentiment; logs risks and opportunities in CRM and triggers internal playbooks where applicable. • Supports collaboration across Sales, Support, Product, Renewals, and Professional Services to ensure continuity and strategic alignment. • Acts as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams within Quest are engaged for quick resolution. • Works within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience.

• Manage multiple company inboxes and ensure timely responses to client and internal communications. • Coordinate calendars, meetings, appointments, and scheduling activities. • Maintain project workflows and task management systems using Infinity or similar project management platforms. • Monitor business processes and identify opportunities for improved efficiency. • Act as the central point of coordination across the business, ensuring tasks and projects remain on track. • Escalate priority matters to the founders when required. • Support new client onboarding and setup processes. • Assist customers with platform navigation and basic technical troubleshooting. • Respond to customer enquiries professionally and efficiently. • Ensure a positive customer experience throughout the client lifecycle. • Coordinate follow-up communications and onboarding activities through Go High Level. • Support outbound lead generation through email outreach and social media messaging. • Create and schedule engaging social media content to support brand awareness and credibility. • Assist with marketing campaigns using Go High Level. • Monitor campaign performance and maintain accurate records of outreach activities. • Help maintain consistency across marketing channels. • Track project progress and ensure deadlines are met. • Maintain transparency across ongoing initiatives and client activities. • Support implementation of new systems and processes as the business grows. • Assist with documentation, process creation, and operational improvements.