Senior Customer Success Manager in London

GitLab is an open-core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating human progress. Our platform unites teams and organizations, breaking down barriers and redefining what's possible in software development.

As a Customer Success Manager, you will help GitLab customers turn their desired business outcomes into real, measurable results on our DevSecOps platform. You partner with customers after the sale to align on objectives, enable them on key GitLab use cases, and guide their adoption journey so they get ongoing and increasing return on investment. You act as the primary GitLab liaison for your book of customers, connecting them with Product Management, Engineering, Support, Sales, and Professional Services as needed, while staying current on GitLab releases, best practices, and common workflows including Git, CI/CD, and DevSecOps.

In this role, you focus on driving adoption, retention, growth, and overall satisfaction, using your technical understanding of software development pipelines and your ability to build strong, outcome-focused relationships.

What you will do:

• Partner with customers to translate pre-sales command plans and desired business outcomes into clear, actionable objectives.
• Guide customers on how to use the GitLab platform, best practices, and common use cases to support adoption and value realization.
• Map and manage the customer journey, helping customers plan for future adoption across additional use cases.
• Act as the primary GitLab liaison for your customers, coordinating responses to questions, issues, and escalations.
• Collaborate with GitLab Support, Product Management, Sales, Professional Services, and other teams to address needs and share customer feedback.
• Own a book of business focused on driving product adoption, customer retention, growth, and overall satisfaction.
• Stay current on GitLab releases and updates, and proactively educate customers on relevant new capabilities and improvements.

What you will bring:

• Experience working directly with customers to understand their goals and translate desired business outcomes into clear, actionable objectives.
• Understanding of Git, typical branching strategies, and the software development lifecycle, including continuous integration, continuous deployment, and DevSecOps practices.
• Ability to learn and explain the GitLab platform, common best practices, and use cases to guide customers through their adoption journey.
• Background in customer success or a related function with a focus on driving adoption, retention, satisfaction, and account growth.
• Skill in managing a portfolio or book of customers, prioritising engagement, and tracking progress against agreed outcomes.
• Strong verbal, written, presentation, and organisational skills, with the ability to communicate complex technical concepts in simple terms.
• Demonstrated analytical, problem-solving, and project management skills, with attention to detail and follow-through.
• Alignment with GitLab's values, ability to work as a self-directed team player in an all-remote environment, and openness to leveraging transferable experience from varied backgrounds.

About the team:

The Customer Success Management team aligns GitLab customers' business outcomes with the value of our AI-powered DevSecOps platform by focusing on three core themes: align, enable, and expand. We serve as a central liaison between customers and the broader GitLab ecosystem, collaborating closely with Product Management, Engineering, Sales, Professional Services, and Support to streamline communication and resolve issues. As a fully remote, globally distributed team, we work asynchronously across time zones using GitLab and our handbook as the single source of truth, with a shared focus on driving adoption, retention, and expansion while continually improving customer return on investment.

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.

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, or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics.