• 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

• Own client onboarding end to end, from post-sale handover through to go-live — kick-off, configuration, data migration, UAT, and cut-over — setting a confident first impression of the service. • Hold clear accountability for onboarding timelines, quality, and readiness, ensuring every client reaches steady-state delivery cleanly. • Build playbooks and enablement that make onboarding repeatable and scalable as the business grows. • Own management of the client-delivery vendors who perform subcontracted work on GoGlobal’s behalf — including local payroll, accounting, Employer of Record (EoR), and statutory filing and payment vendors. • Source, select, onboard, govern and nurture relationships with these vendors, setting clear SLAs, quality standards, and commercial terms, and holding them accountable for the delivery outcomes clients experience. • Monitor vendor performance, cost, and risk through recurring service audits and reviews. • Maintain coverage and continuity across jurisdictions, ensuring the right vendor is in place wherever clients need delivery. • Own the client onboarding experience onto the Client Portal, ensuring clients are set up, enabled, and confident using the platform. • Design a Client Portal customer support playbook, ensuring responsive, high-quality help and a smooth day-to-day experience for portal users. • Feed portal usage insight and client feedback into the product and delivery roadmaps to keep improving the experience. • Coordinate escalations across products, Global Product Owners, Site Leads, and delivery vendors on behalf of the client, acting as their single-threaded advocate inside Delivery. • Capture client feedback and feed it into the product and delivery roadmaps. • Partner with Compliance Operations to ensure client acceptance, KYC, AML, and anti-fraud checks are completed cleanly at contract start — these checks are owned by the Compliance Operations function in the current structure, and you ensure they integrate smoothly into the onboarding experience. • Lead, mentor, and develop the Customer Success Managers, the Onboarding team, and the Global Partner Network Management team, building a service-oriented, commercially aware culture. • Plan capacity across the function and the vendor network based on client demand and growth, putting forward hiring and sourcing proposals with a clear business case. • Onboarding time-to-live. • Client NPS. • Vendor SLA attainment and delivery quality. • Client Portal support responsiveness and customer satisfaction.