customer support
Posted 2 weeks agoCustomer Success Manager - Australia
at GitLab
AustraliaRemote
Responsibilities
- Build and maintain trusted advisor relationships with assigned customers across APJ, with a focus on adoption, measurable outcomes, and long-term satisfaction with GitLab.
- Lead and participate in workshops that help customers understand and use the value of GitLab across their software development lifecycle.
- Measure and monitor customer progress against critical performance indicators, and share insights with GitLab account stakeholders as well as customer sponsors and executives.
- Establish and manage regular customer touchpoints in line with service expectations to review strategic and technical objectives and adjust plans as needed.
- Collaborate closely with Product Management, Engineering, Sales, and Professional Services to support issue resolution, share customer feedback, and align on customer success plans.
Requirements
- GitLab is the intelligent orchestration platform for DevSecOps.
- 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.
- You’ll serve as a trusted advisor to a portfolio of customers, guiding them on Git, branching strategies, software development lifecycle practices, continuous integration, continuous deployment, and DevSecOps best practices.
- Helping customers improve adoption of GitLab across their software development lifecycle through structured success plans and workshops
- Experience in a customer-facing role focused on post-sales adoption, value realization, and customer advocacy.
- 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 common development pipelines and tooling.
- Familiarity with continuous integration, continuous deployment, and DevSecOps concepts and practices.
- Proven ability to build trusted advisor relationships, facilitate workshops, and guide customers through best practices and operational change.
- The Customer Success Management team at GitLab supports customers across regions by helping them navigate change, improve how they work, and make the most of the GitLab DevSecOps platform.
- We focus on helping customers establish GitLab best practices, including Centers of Excellence, and on using data and customer context to support strategic and technical goals.
- 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 have a disability or special need that requires accommodation , please let us know during the recruiting process .
Benefits
- Flexible Paid Time Off
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental Leave
Additional details
- More than 50 million registered users and more than 50% of the Fortune 100
- trust GitLab to ship better, more secure software faster.
- GitLab 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.
- 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 GitLab.
- As a Customer Success Manager for APJ, you’ll help GitLab customers realize the full value of our intelligent DevSecOps platform by driving adoption, measurable outcomes, and long-term advocacy across the region.
- In this role, you’ll connect customer goals with GitLab capabilities, lead workshops and Center of Excellence efforts, and turn product usage data into clear, actionable recommendations for both customers and GitLab account teams.