Senior Customer Success Manager - India

GitLab is the intelligent orchestration platform for DevSecOps, enabling organizations to increase developer productivity and accelerate digital transformation. As a Senior Customer Success Manager, you will help customers realize the full value of the platform by driving adoption and measurable outcomes while building trusted advisor relationships.

Responsibilities:

• Build and maintain a trusted advisor relationship with each assigned customer, focusing on adoption, measurable outcomes, and long-term satisfaction with GitLab
• Assist customers with expert deployment guidance, operational best practices, and establishing a GitLab Center of Excellence within their organization
• Lead and participate in workshops to help customers understand and use the full value of the GitLab solution across their software development lifecycle
• Measure and monitor customers’ progress against critical and key performance indicators, and share insights with GitLab account stakeholders and customer sponsors and executives
• Translate customer product usage data into clear, actionable recommendations that drive adoption and expansion of GitLab within customer environments
• Establish and manage regular touchpoints with customers in line with service level agreements to review strategic and technical objectives and adjust plans as needed
• Collaborate closely with Product Management, Engineering, Sales, and Professional Services to streamline issue resolution, share customer feedback, and align on customer success plans

Requirements:

• Experience in a customer-facing role focused on post-sales adoption, value realization, and advocacy
• Background in customer success, professional services, technical account management, or a related function with direct customer engagement
• Ability to understand and discuss Git, common branching strategies, and how customers use version control in their workflows
• Knowledge of the software development lifecycle, including typical development pipelines and tooling
• Familiarity with continuous integration, continuous deployment, and DevSecOps concepts and practices
• Skill in translating product usage data and technical details into clear, actionable insights for both technical and executive stakeholders
• Proven ability to build trusted advisor relationships, facilitate workshops, and guide customers through best practices and operational change
• Openness to learning, with transferable skills from adjacent roles or industries that support collaborative, outcome-focused customer partnerships