Role Description 11:11 is looking for an experienced Customer Success Manager to join our fast-paced, growing organization! This person will adopt and maintain customer experience programs and ongoing efforts company-wide. - Customer experience and success management programs include: - Customer research and analytics - Customer relationship management - Customer success - Customer service - This role will work cross-functionally across the organization, collaborating with: - Marketing - Finance - Cloud Services - Cloud Support - Product Management - Sales Leadership - This is a full-time remote position reporting to the Manager, Customer Success Team. Responsibilities: - Manage the success of any assigned customers - Understand the company’s vision and goals for customer success and their respective contributions - Maintain the company’s customer success strategy - Coordinate with the team and other departments throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance, and customer touchpoints - Track customer data, including information from all systems to track customer lifetime interactions - Coordinate multi-department customer analytics programs - Provide effective communications that inform the team about customer experience realities, expectations, improvements and innovation techniques, and engagement opportunities - Continually improve processes, programs, and individual customer service skill set to improve the customer’s valuation of the company and to align with the customers’ needs - Collaborate with other teams on products, support, service delivery, and account management to improve customer experience - All other duties assigned Qualifications - Bachelor’s degree in Business Administration, Computer Science, Information Systems, related field, or equivalent experience - Three years of Customer Success or Account Management experience - Strong communication and interpersonal skills - Excitement about working with multi-disciplined departments to accomplish common business and customer goals - Customer-centric and team-centric mindset - Ability to manage multiple projects, activities, and tasks simultaneously - Ability to develop and manage client portfolios - Sustain business growth and profitability by maximizing value - Ability to create a shared vision, inspire collaboration, and drive change with momentum - Extensive background in customer research and analytics techniques, customer strategy, and process improvement - Ability to navigate change with a leadership mindset Benefits - Standard Life Pension Scheme - Healthcare Insurance Plan - Cash Plans - Income protection - Life assurance - Paid Vacation & Holidays - Leave of absences

• Manage new customer onboarding from kick-off through to successful go-live • Coordinate Roomstay’s integration with clients’ Property Management Systems and other technology • Run a structured 90-day post-launch programme • Manage and support onboarding specialist • Build long-term relationships with your portfolio of customers • Help clients improve website conversion through testing, optimisation and best practice • Gather customer feedback and work with product team • Keep customers informed about new features and improvements • Identify opportunities for additional Roomstay products or services

• Manage and grow relationships with a portfolio of customers, acting as their primary point of contact • Engage proactively to understand each customer's goals and challenges, and build clear, measurable success plans • Ensure high retention, renewal, and satisfaction levels across the full customer lifecycle • Monitor customer health metrics, track success KPIs, and report customer outcomes to leadership • Identify churn risk early and lead recovery plans; identify and progress expansion and upsell opportunities • Maintain complete, accurate customer and renewal data in HubSpot • Advocate for the customer inside and provide structured product feedback to the team • Onboard new customers: configure their account, run training, and drive successful adoption • Conduct regular check-ins, account reviews, and quarterly business reviews (QBRs) via zoom to assess progress and plan next steps • Own renewals and maintain accurate renewal forecasts • Identify upselling and cross-selling opportunities, partnering with Sales to grow accounts • Manage customer inquiries and tickets in HubSpot Service Hub, meeting SLA targets • Log all communication, risks, actions, and renewal activity in HubSpot, and use that data to prioritise outreach • Serve as the liaison between customers and internal teams (Product, Sales, Support), and manage escalations to fast resolution

• Mentor and enable the team to exceed company growth and retention forecasts • Work with the Customer Success Director to help establish and manage goals and responsibilities for CSMs • Manage a team of highly motivated, customer-focused CSMs to manage the overall health and care of accounts (e.g., onboarding customers, stage adoption, executive business reviews, and successful renewals) • Ensure the CSMs exceed GitLab expectations in core knowledge, communication, and execution • Challenge the team and yourself to learn and grow as trusted advisors to customers continually • Provide leadership and guidance to coach, motivate and lead the team members to their optimum performance levels and career development, providing timely feedback and development assistance • Manage resource assignments and staffing levels, including recruitment as needed • Identify and implement improvements to the processes and tools used • Develop senior-level relationships with customers • Partner with other team leaders to ensure the customer is supported in times of escalation • Develop strong relationships with Engineering and Product to ensure cohesion and shared understanding of goals, initiatives • Oversee initiatives set forth in OKRs • Work together with the other managers to execute strategies and vision with the Director • Represent GitLab leadership and reflect our GitLab values in internal and external interactions