Senior Customer Success Manager- Public Sector

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster. 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. 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. Claim based on GitLab data. 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. An overview of this role As a Senior Customer Success Manager on our Public Sector team, you’ll help U.S. government and public sector organizations realize meaningful business outcomes with the GitLab DevSecOps platform. You’ll turn pre-sales command plans into clear, actionable objectives, guide customers through their adoption journey, and enable them on common Git, CI/CD, and DevSecOps best practices so they can deliver secure software more efficiently. Acting as a trusted liaison between your customers and GitLab Support, Product Management, Engineering, Sales, and Professional Services, you’ll own a portfolio of accounts and focus on increasing adoption, retention, growth, and overall satisfaction while staying current on GitLab product releases. This role is based in the United States public sector space and is best suited for a United States Person who is comfortable working cross-functionally, managing complex projects, and representing the voice of the customer across GitLab. What You’ll Do - Partner with Public Sector customers to translate pre-sales command plans and desired business outcomes into clear, actionable objectives. - Guide customers on how to use the GitLab platform effectively, drawing on common best practices, DevSecOps principles, and typical Git workflows and branching strategies. - Map and manage the customer journey, and coach customers on how to adopt new GitLab use cases over time. - Act as the primary GitLab liaison for your customers, coordinating responses to questions, issues, and escalations by working closely with Support, Product Management, Sales, Professional Services, and other teams. - Own a defined book of business with responsibility for driving adoption, retention, expansion, and overall customer satisfaction. - Stay current on GitLab releases and help customers understand and apply new features to their environments and use cases. - Use project management skills to plan, track, and deliver customer enablement and success initiatives across multiple stakeholders. What You’ll Bring - Eligibility as a United States Person (U.S. citizen, lawful permanent resident, refugee, or asylee), in line with government requirements for this role. - Background in Customer Success or a similar customer-facing role with a track record of driving satisfaction, adoption, and retention. - Experience partnering with customers to connect technical capabilities to business outcomes and define measurable objectives. - Understanding of Git and common branching strategies, along with familiarity with the software development lifecycle and development pipelines. - Knowledge of continuous integration, continuous deployment, and DevSecOps concepts and how customers apply them. - Ability to manage a portfolio of customers of varying sizes in the public sector, balancing priorities across multiple stakeholders. - Strong verbal, written, presentation, and organizational skills, with the ability to explain technical topics in clear, simple language. - Demonstrated project management, analytical, and problem-solving skills, with openness to learning and applying transferable skills in new situations. About the team The Senior Customer Success Manager role sits within our Public Sector Customer Success team, which partners with United States government and public sector organizations to help them realize ongoing value from the GitLab platform. We own the post-sales relationship, driving adoption, retention, and growth by aligning GitLab capabilities to each customer’s mission, enabling them on DevSecOps best practices, a

Eligibility as a United States Person (U.S. citizen, lawful permanent resident, refugee, or asylee), in line with government requirements for this role. Background in Customer Success or a similar customer-facing role with a track record of driving satisfaction, adoption, and retention. Experience partnering with customers to connect technical capabilities to business outcomes and define measurable objectives. Understanding of Git and common branching strategies, along with familiarity with the software development lifecycle and development pipelines. Knowledge of continuous integration, continuous deployment, and DevSecOps concepts and how customers apply them. Ability to manage a portfolio of customers of varying sizes in the public sector, balancing priorities across multiple stakeholders. Strong verbal, written, presentation, and organizational skills, with the ability to explain technical topics in clear, simple language. Demonstrated project management, analytical, and problem-solving skills, with openness to learning and applying transferable skills in new situations.