At a Glance
- Tasks: Partner with customers to achieve their business goals and enhance their GitLab experience.
- Company: Join GitLab, a leading platform in DevSecOps with a focus on innovation and collaboration.
- Benefits: Enjoy flexible paid time off, equity compensation, and a supportive work environment.
- Other info: Remote work opportunity with a diverse and inclusive team culture.
- Why this job: Make a real impact by helping customers succeed and transforming software development.
- Qualifications: Experience in customer success and understanding of Git and software development processes.
The predicted salary is between 50000 - 65000 £ per year.
Git Lab is the intelligent orchestration platform for Dev Sec Ops.
Git Lab 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 Git Lab 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.
Git Lab 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 Git Lab 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 Git Lab.
The Customer Success Management (CSM) team focuses on the themes of align, enable, and expand.
We align with customers’ desired business outcomes, enable them on their existing use cases, and work with them to expand into additional use cases, ensuring ongoing and ever‑improving customer return‑on‑investment.
Additionally, our team serves as liaisons between the customer and the Git Lab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others.
CSM handbook has a lot more information regarding the team and responsibilities.
- What you’ll do
- 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 Git Lab platform, our most 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 Git Lab liaison for Git Lab questions, issues, or escalations. Collaborate with Git Lab 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 Git Lab releases
- What you’ll bring
- Understanding of Git and typical branching strategies is a must for this role
- Knowledge of software development lifecycle and development pipeline
- Understanding of continuous integration, continuous deployment, Dev Sec Ops & AI
- Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention
- Experience partnering with customers to define and achieve business outcomes
- Familiarity working with customers of sizes relevant to the assigned segment
- Exceptional verbal, written, organizational, presentation, and communications skills
- Detailed oriented and analytical
- Strong team player but self‑starter
- Project management experience & skills
- Strong technical, analytic, and problem‑solving skills
- Alignment with our values, and willingness to work in accordance with those values
- Willingness to travel if needed and comply with the company’s travel policy
- Fluent English
- Remote-Global
- How Git Lab 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
Git Lab 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.
Git Lab is proud to be an equal opportunity workplace and is an affirmative action employer.
Git Lab’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 (including 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.
Git Lab will not tolerate discrimination or harassment based on any of these characteristics.
See also Git Lab’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.
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Customer Success Manager employer: GitLab
At GitLab, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As a Site Reliability Engineer, you will have access to extensive growth opportunities, working alongside experienced professionals in a dynamic environment that values your contributions. Our commitment to employee well-being and development, combined with the chance to work on cutting-edge technology in a supportive atmosphere, makes GitLab a truly rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at GitLab. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like GitLab before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to GitLab:Your cover letter is your chance to shine! Tell us why you want to work at GitLab specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at GitLab!
How to prepare for a job interview at GitLab
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
