Customer Success Manager, Japan

Customer Success Manager

About GitLab

GitLab is the intelligent orchestration platform for DevSecOps, empowering organizations to boost developer productivity, enhance operational efficiency, reduce risk, and accelerate digital transformation. With over 50 million registered users and significant adoption within Fortune 100 companies, GitLab is a trusted solution for shipping better, more secure software faster. We foster a culture where AI is a core productivity multiplier, driving efficiency and innovation for all team members. GitLab is a place where careers accelerate, innovation flourishes, and every voice is valued.

About This Role

As a Customer Success Manager, you will be instrumental in helping GitLab customers achieve maximum value from our DevSecOps platform. You'll act as a trusted advisor to a dedicated portfolio of customers, guiding them on Git, branching strategies, software development lifecycle, CI/CD, and DevSecOps best practices. Your role involves aligning customer goals with GitLab capabilities, leading workshops, and translating product usage data into actionable insights for both customers and internal account teams. You will collaborate closely with Product Management, Engineering, Sales, and Professional Services, with success measured by customer satisfaction, retention, and the strength of strategic relationships.

What You'll Do

• Build Trusted Relationships: Cultivate and maintain strong advisor relationships with assigned customers, focusing on adoption, measurable outcomes, and long-term satisfaction.
• Provide Expert Guidance: Assist customers with deployment best practices, operational guidance, and establishing GitLab Centers of Excellence.
• Lead Workshops: Facilitate sessions to help customers leverage the full value of the GitLab solution across their software development lifecycle.
• Monitor Progress: Measure and track customer KPIs, sharing insights with GitLab account stakeholders, sponsors, and executives.
• Translate Data: Convert product usage data into clear, actionable recommendations to drive adoption and expansion.
• Manage Touchpoints: Establish and maintain regular customer check-ins aligned with SLAs to review objectives and adjust plans.
• Collaborate Cross-Functionally: Work closely with Product Management, Engineering, Sales, and Professional Services to resolve issues, share feedback, and align on success plans.

What You'll Bring

• Experience in a post-sales customer-facing role focused on adoption, value realization, and advocacy.
• Background in customer success, professional services, technical account management, or a similar role with direct customer engagement.
• Understanding of Git, common branching strategies, and version control in customer workflows.
• Knowledge of the software development lifecycle, including development pipelines and tooling.
• Familiarity with continuous integration, continuous deployment, and DevSecOps concepts.
• Skill in translating product usage data and technical details into actionable insights for diverse stakeholders.
• Proven ability to build trusted advisor relationships, facilitate workshops, and guide customers through change.
• Openness to learning and transferable skills from adjacent roles or industries.

About the Team

The Customer Success Management team at GitLab operates globally as an all-remote unit, dedicated to driving adoption of the DevSecOps platform, measuring outcomes, and building customer advocacy. We collaborate asynchronously with various departments to connect customer needs with GitLab's offerings, focusing on best practices like Centers of Excellence and leveraging usage data for strategic insights.

How GitLab Supports Full-Time Employees

• Comprehensive Benefits: Access to benefits supporting health, finances, and well-being.
• Flexible Paid Time Off (PTO).
• Team Member Resource Groups: Opportunities for connection and support.
• Equity Compensation: Stock options and Employee Stock Purchase Plan.
• Growth and Development Fund: Resources for continuous learning.
• Parental Leave: Generous parental leave policy.

Note: GitLab encourages applications from candidates with varying experience levels and backgrounds. If you are excited about this role, please apply even if you don't meet every qualification.