Customer Success Manager (Public Sector)

Role Overview

Customer Success Manager (Public Sector) at GitLab (remote). You will help U.S. government and public sector organizations achieve business outcomes using the GitLab DevSecOps platform by guiding customer adoption, owning a portfolio of accounts, and coordinating across GitLab teams.

Responsibilities

• Partner with public sector customers to turn pre-sales command plans and desired outcomes into clear, actionable objectives.
• Guide customers on effective use of the GitLab platform, leveraging DevSecOps best practices and typical Git workflows/branching strategies.
• Serve as the primary liaison for your accounts by coordinating responses to questions, issues, and escalations with teams such as:
  • Support
  • Product Management
  • Sales
  • Professional Services

Requirements

• Strong understanding of Git, common branching strategies, and the software development lifecycle and pipelines.
• Ability to manage a varied public sector customer portfolio while balancing multiple stakeholders.
• Excellent communication skills (verbal, written, presentation) and the ability to explain technical topics simply.
• Experience helping customers connect technical capabilities to business outcomes and define measurable objectives.
• Demonstrated project management, analytical, and problem-solving skills; willingness to learn and apply transferable skills.
• Knowledge of CI/CD, continuous deployment, and DevSecOps concepts and how they apply to customer usage.
• Must be eligible as a U.S. Person (U.S. citizen, lawful permanent resident, refugee, or asylee) per government requirements.
• Background in Customer Success or a similar customer-facing role, with a track record in satisfaction, adoption, and retention.

Nice-to-haves

• Not explicitly stated.