Customer Success Management

The Customer Success Management (CSM) team focuses on the themes of align, enable, and expand.

The Customer Success Management (CSM) team focuses on the themes of align, enable, and expand. We align with customers’ desired business outcomes, enable them on their existing use cases, and work with them to expand into additional use cases, ensuring ongoing and ever-improving customer return-on-investment.

Additionally, our team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others. CSM handbook.

Responsibilities

Partner with our customers in taking what was established in the pre-sales command plan, and turning the customers desired positive business outcomes into actionable objectives
Know the GitLab platform, our more common best practices, and use cases in order to guide the customer
Understand the customer journey and be able to guide them on future adoption
Act as the GitLab liaison for GitLab questions, issues, or escalations. Work with GitLab Support, Product Management (i.e., roadmaps), or other teams as needed
Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction
Remain knowledgeable and up-to-date on GitLab releases

Requirements

Understanding of Git and typical branching strategies
Knowledge of software development lifecycle and development pipeline
Understanding of continuous integration, continuous deployment, DevSecOps
Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention
Experience partnering with customers to define and achieve business outcomes
Familiarity working with customers of sizes relevant to the assigned segment
Exceptional verbal, written, organizational, presentation, and communications skills
Detailed oriented and analytical
Strong team player but self-starter
Project management experience & skills
Strong technical, analytic, and problem-solving skills
Alignment with our values, and willingness to work in accordance with those values
Ability to travel if needed and comply with the company’s travel policy

Levels

Associate Customer Success Manager (CSM)

The Associate CSM reports to the Manager/Senior Manager, CSM

Associate CSM Job Grade

The Associate CSM is a job grade level 5.

Associate CSM Responsibilities

Provide immediate onboarding activities
Work with assigned customers to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals
Program manage account escalations
Provide insights with respect to the availability and applicability of new features in GitLab as relevant
Support GitLab Services in identifying and recommending training opportunities

Associate CSM Requirements

Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions

Customer Success Manager (CSM) (Intermediate)

The CSM (Intermediate) reports to the Manager/Senior Manager, CSM.

CSM (Intermediate) Job Grade

The CSM (Intermediate) is a grade 6.

CSM (Intermediate) Responsibilities

Extends the CSM (Associate) responsibilities
Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our solution and services
Assist and provide expert deployment, operational best practices, and establishing a GitLab Center of Excellence
Assist in workshops to help customers leverage the full value of GitLab solution
Measure and monitor customers’ achievement of critical and key performance indicators, reporting both internally to GitLab account stakeholders and externally to Customer Sponsors and Executives
Translate customer product usage data into actionable advice for customers
Establish regular touchpoints with assigned customers per the established SLAs, to review progress against strategic and technical objectives

CSM (Intermediate) Requirements

Extends the CSM (Associate) requirements
Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions
Understanding of Git and typical branching strategies
Knowledge of software development lifecycle and development pipeline
Understanding of continuous integration, continuous deployment, DevSecOps

Senior CSM

The Senior CSM reports to the Manager/Senior Manager, CSM.

Senior CSM Job Grade

The Senior CSM is a job grade level 7.

Senior CSM Responsibilities

Extends the CSM (Intermediate) responsibilities
Strategize on the overall objectives and long-range goals of the team
Provide mentorship for Associate and Intermediate CSMs to help them grow in their technical knowledge and provide premium customer experience
Work cross-departmentally to find solutions to complex scenarios and integration issues
Demonstrate leadership in new feature and technology adoption and teaching by providing regular enablement and solution overview sessions and documentation for customers and other GitLab team-members
Help drive team expertise and technical thought leadership
Maintain deep knowledge of the GitLab platform
Clearly communicate and drive adoption of complex technical solutions, with constant attention to promoting “boring solutions”

Senior CSM Requirements

Extends the CSM (Intermediate) requirements
Ability to translate business requirements into business value, and work with sales and marketing to promote value-driven solutions
Strong knowledge of Customer Success best practices, with experience defining process and providing enablement programs to promote adoption in CS and across the company
Expert in GitLab usage and able to train others in its usage
Advanced knowledge of software development lifecycle and development pipeline
Advanced project management experience & skills

Staff CSM

Market Justification: The business need for an individual contributor Staff CSM role is to have a team member who is a subject matter expert in customer engagement, success planning, and driving platform adoption. In addition to working with the customers in their book of business, they provide guidance and coaching to other CSMs and develop improvements to our customer engagement model. In the market, there are over 20 organizations that typically have 2-3 Staff CSMs.

The Staff CSM reports to the Manager/Senior Manager, CSM.

Staff CSM Job Grade

The Staff, CSM is a grade 9.

Staff CSM Responsibilities

Extends the Senior CSM responsibilities
Owns the customer relationship within a global account and actively manages the stakeholder relationship at all levels (i.e., executive, management, technical leaders) including strategic roadmap discussions
Can develop and nurture relationships and adjust value and adoption messaging according to the levels and interests of customer stakeholders
Actively searches for additional business cases to expand GitLab usage within the account and its subsidiaries
Is driven by business needs to look at the whole picture, consults with customer to build near and long term solution set and coaches others on strategic approaches
Demonstrates mastery in crafting strategic success plans focused on quantifiable business outcomes and actively coaches others in establishing this practice.
Has proven ability to deeply understand customer health scoring and predictive risk management and is well versed in risk prevention and risk resolution.
Continuously drives communication and customer advocacy into various GitLab departments including Sales, Support, Product and Channel to provide customer insights and ensure an orchestrated customer experience
Expands personal research combined with best practices across disciplines, actively builds/shares playbooks and customer enablement/expansion workshops focused on driving to greater adoption and value realization.
Identifies and create solutions to address CSM needs, improve effectiveness and efficiency, and delivery to or exceed key customer metrics such as Quantitative Success Plans, Time-to-Value, use case expansion, EBRs completed, and gross/net retention.
Identifies challenges in CSM group workflows and those extending to other groups, and owns the research, development, and enablement of the resolutions. Work transparently to surface the problems and allow others to participate in solving them.
Regularly publishes handbook updates describing our practice and our collaboration with other groups and improves/grooms existing content in-line with process and enablement improvements

Staff CSM Requirements

Extends the Senior CSM requirements
Experience and a proven track record with the additional responsibilities of a Staff CSM
Ability to manage executive relationships and discussions (VP/CxO)
High-performance ability to pitch and execute stage expansions, balancing business and technical and adjusting messaging to audience (technical / exec).
Skilled in bringing in a SAE/AE/ISR to see through upsell opportunities, whilst maintaining executive overlay and ensuring a positive customer experience.
Technical / DevOps domain expertise
Proven ability to manage a global account
Excellent moderation and communication skills
Extensive experience within a technical or account management area

Staff CSM Performance Indicators

Extends the Customer Success KPIs articulated here
3.75m ARR book of business maintained
6 enablement contributions to global CS team per fiscal year

Manager, CSM

The Manager, CSM, reports to the Director of Customer Success Managers.

Manager, CSM Job Grade

The Manager, CSM is a grade 9.

Manager, CSM Responsibilities

Mentor and enable the team to exceed company growth and retention forecasts
Work with the Customer Success Director to help establish and manage goals and responsibilities for CSMs
Manage a team of highly motivated, customer-focused CSMs to manage the overall health and care of accounts (e.g., onboarding customers, stage adoption, executive business reviews, and successful renewals)
Ensure the CSMs exceed Gitlab expectations in core knowledge, communication, and execution
Challenge the team and yourself to learn and grow as trusted advisors to customers continually
Provide leadership and guidance to coach, motivate and lead the team members to their optimum performance levels and career development, providing timely feedback and development assistance
Manage resource assignments and staffing levels, including recruitment as needed
Identify and implement improvements to the processes and tools used
Develop senior-level relationships with customers
Partner with other team leaders to ensure the customer is supported in times of escalation
Develop strong relationships with Engineering and Product to ensure cohesion and shared understanding of goals, initiatives
Oversee initiatives set forth in OKRs
Work together with the other managers to execute strategies and vision with the Director
Represent Gitlab leadership and reflect our Gitlab values in internal and external interactions

Manager, CSM Requirements

Proven track record in software/technology sales or consulting
Proven experience leading teams, driving software adoption, and building and scaling customer success management practices
Experience with software development lifecycle processes and tools as well as agile and/or DevOps practices
Knowledgeable with cloud technologies (e.g., Kubernetes, Docker), application security (SAST, DAST) and/or cloud deployment models (AWS, GCP, Azure) is a plus
Proven ability to develop strategies, translate them into initiatives and track successful delivery
Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies
Possession of a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
Demonstration of operational excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning
Ability to collaborate across the organization and with external stakeholders
Experience successfully working with senior (C-level) executives
Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
Comfortable giving and receiving positive and constructive feedback
Ability to connect technology with measurable business value
Strategic thinking about business, products, and technical challenges

Senior Manager, CSM

The Senior Manager, CSM reports to the Director of Customer Success Managers.

Senior Manager, CSM Job Grade

The Senior Manager, CSM is a grade 9.

Senior Manager, CSM Responsibilities

Extends the Manager, CSM responsibilities
DRI for one or more initiatives beyond the CSM manager role that includes: customer growth, expansion programs, and processes
Action upon identified opportunities for continuous improvement across the customer lifecycle
Consistent representation of our values to the customer, our CSM team, and the company as a whole. Lead in cross-functional work representing customer success in GitLabs more strategic revenue-focused initiatives
Owns and manages more than just the CSM manager purview - defined by looking for and solving larger team or organizational challenges, and owning initiatives that span wider than the CSM manager role
Aligned with the objectives of Gitlab and is responsible for ensuring that the CSM team as a whole is contributing to our company objectives
Strategic in thinking to solve challenges for the entire CSM team and make improvements that will positively impact all customers

Senior Manager, CSM Requirements

Extends the Manager, CSM requirements
Demonstrated progressive management experience leading teams in a software company
Demonstrated progressive experience leading customer success managers, account management or sales teams with team sizes of 5+ people
Proven experience leading teams, driving software adoption, and building and scaling customer success management practices

Director of Customer Success Management

The Director of CSMs reports to the VP of Customer Success.

Director of Customer Success Management Job Grade

The Director of CSM is a job grade level 10.

Director of CSM Responsibilities

Set the overall vision and strategic plan for the Account Management organization, focusing on driving product adoption, leading customer outcomes, and experiences, and driving growth through gross renewals and net retention improvements.
Architect the post-sales customer experience and lifecycle by building a world-class customer success management practice and organization
Partner with the sales, product, engineering and operations teams to deliver the best possible customer experience
Drive customer outcomes, product adoption, and customer experience
- Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
- Increase product adoption and drive new business growth through greater advocacy and referenceability
Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
Proven ability to develop strategies, translate them into initiatives and track successful delivery
Build and lead world-class Customer Success Management team:
- Recruit and develop a high performing team
- Foster collaboration within the GitLab team and across customer stakeholders (i.e., technical, management and executives)
- Lead enablement and operational practices to track and improve the performance of the teams and individuals
Work closely with the sales management and Regional Directors to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
Drive account growth goals:
- Expand GitLab product and license adoption, setting up expansion opportunities
- Influence future lifetime value through higher product adoption, customer satisfaction/advocacy, and referenceability
Be an inspirational role model by challenging and maximizing the team strengths and aligning their efforts to the mission, vision, and organizational strategy
Address escalated customer issues with speed and urgency, orchestrating resources across the company as appropriate
Build a world-class post-sales organization by implementing technology and processes
This role is focused on customer success management and is not a technical support-related role.

Director of CSM Requirements

Demonstrated progressive management experience leading teams in a software company
Demonstrated progressive experience leading customer success managers, account management or sales teams with team sizes of 30 people+
Demonstrated progressive experience leading managers of customer success teams in a SaaS or subscription enterprise software company
Knowledgeable with cloud technologies (e.g., Kubernetes, Docker), application security (SAST, DAST) and/or cloud deployment models (AWS, GCP, Azure) is a plus
Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies
Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
Demonstrated operational excellence in analytical thinking, process development, and improvement, problem-solving, communication, delegation, and planning
Able to collaborate across the organization and with external stakeholders
Experience successfully working with senior (C-level) executives
Holds strong operational skills that will drive organizational efficiencies and customer satisfaction

Senior Director of Customer Success Management

The Senior Director of CSM reports to the VP of Customer Success

Senior Director of CSM Job Grade

The Director of CSM is a job grade level 11.

Senior Director of CSM Responsibilities

Extends that of the Director of CSM responsibilities
Define and deliver strategies and plans that enhance and integrate into GitLab’s Go-To-Market strategies and plans, including Sales, Marketing, Product, Growth, Operations, Channel/Alliance, and Data Teams
Build engagement approaches (e.g., onboarding, success plan management, expansion plays, etc.) based on industry best practices while incorporating GitLab’s unique value proposition and values
Build and iterate on segmentation strategies based on customer economics, propensity to grow, lifecycle stage, and customer preferences, incorporating digital engagement at all segments
Manage and nurture executive relationships with customers, including management of executive-level escalations

Senior Director of CSM Requirements

Extends that of the Director of CSM requirements
Demonstrated progressive experience leading managers of customer success teams in a SaaS or subscription enterprise software company

Vice President of Customer Success Management

The Vice President of CSM is a job grade 12.

Vice President of Customer Success Management Responsibilities

Extends the Sr. Director of CSM responsibilities
Define and deliver strategies and plans to create and influence GitLab’s Go-To-Market strategy and plans, including Sales, Marketing, Product, Growth, Operations, Channel/Alliance, and Data Teams/
Provide strategic influence with customers accounts as well internally for programs and initiatives, continuously improving customer journey, segmentation approaches, and digital approaches.
Lead new developments and improvements across GitLab to improve customer experience, customer-centricity, and growth for GitLab.
Provide executive sponsorship for strategic accounts.
Develops a clear strategy and vision for their department, inspiring their team through communication in alignment with GitLab’s mission,vision, and values.
Align and influence the Executive Team and senior leadership on CSM and GTM strategies and tactics.
Partner with the sales organization to drive growth and retention and improve efficiency.
Lead company-wide strategies and initiatives to improve the customer experience and deliver voice-of-customer metrics and reporting across GitLab.

Vice President of Customer Success Management Requirements

Extends the Sr. Director of CSM requirements
Demonstrated experience in cross-functional leadership to influence internal organizations on strategic GTM initiatives.
Track record of successfully building, growing, and scaling global Customer Success Management teams, delivering to revenue and customer metrics.
Ability to influence, negotiate and build consensus with the Executive Team and senior leadership.
Brings experience building, scaling, and developing global teams
Serves as an expert in Customer Success Management internally and with customers, partners, and industry communities.

Vice President of Customer Success Management Performance Indicators

Gross and net retention
Customer metrics (onboarding, time-to-first value, use case and platform adoption, use case expansion, sentiment measured by NPS, CSAT, or surveys)

Specialties

Strategic

Experience leading a high-touch motion with customers, including strategic account planning, lifecycle management, deep focus on maturity of adoption and leadership in expansion initiatives.

Growth

Possess a deep understanding of creating customer value to deliver scalable customer engagements that help customers derive ongoing value from their investment with GitLab
Manage and provide input into iteration upon the customer journey, including onboarding, adoption, retention, and expansion, with an emphasis on defining and demonstrating value programmatically to grow net revenue retention ultimately
Take a data-driven approach to driving value across the customer segment, ensuring time and attention is prioritized to ensure the most significant positive impact
Proactively identify and prioritize accounts to focus efforts within a defined territory as based on point in lifecycle (e.g., onboarding) perceived risk, potential growth, strategic value, and renewal timeframe
Work cross-functionally with multiple teams (CS ops, content, programs, marketing, product) to develop thoughtful and innovative approaches to driving success with customers at scale
Identify key areas of enablement need across the customer segment and partner closely with the strategic and scale CSM to create content and webinars to address these needs
Analyze industry best practices, trends, and performance metrics to shape customer engagement strategies and accelerate results

Scale

Develop and deliver scale programs to drive product adoption, expansion, and customer engagement through webinars, digital content, and cohort engagement approaches (e.g., workshops, office hours, etc.)
Collaborate across a number of other teams to drive effective customer programs (digital editor, CSM team, digital campaign manager, marketing, growth)
Understand the nuances of digital relationships and automated engagements and architects positive customer experiences to ensure the customer feels valued while obtaining value from the GitLab platform
Utilize automation and digital engagements, isolating some customers for reach-outs based on product usage data insights coupled with the customer’s point in their lifecycle
Create blanket contact campaigns of monthly or quarterly e-newsletters, data triggered email campaigns, on-demand training and guidance
Drive feature adoption through targeted on-going training of customers via webinars and campaigns
Leverage engagement and digital metrics to create and improve enablement content in alignment with customer journey
Analyze product usage data to determine prioritization of customer reach-outs and activities
Create fun and engaging training resources that scale
Build engagement playbooks and reach out to customers with a relentless focus on quick solutions and positive outcomes
Work with CS and sales leadership on creating and executing upon scalable save plays for at-risk customers
Organize product-centric office hours where customers can troubleshoot with a technical representative

Customer Programs

Engage and assist customers as part of a campaign or program led by Customer Programs team in partnership with Commercial CSM and Sales team
Capture customer insights (e.g., common reasons for stalled adoption, contraction and churn) in the SMB segment through data analysis and customer engagement
Create solution guides and videos to deliver technical enablement to a large audience across the SMB and Mid-Market segments primarily
Curate frequently asked questions (FAQ) and related solution guides based on direct customer engagement, and analysis of customer requests and usage patterns
Partner with Customer Programs team to enhance and improve digital adoption journey to preserve or increase net retention for digital customers
Partner with our customers to understand industry-wide technical challenges along the customer journey with GitLab

Public Sector Customer Success Manager

Public Sector Customer Success Manager Responsibilities

Extends the corresponding Customer Success Manager level responsibilities:
Work exclusively with Public Sector customers

Public Sector Customer Success Manager Requirements

In addition to the corresponding Customer Success Manager level requirements:
TS/SCI Security Clearance if applicable
Knowledge of and demonstrated progressive experience with Public Sector customers
Ability to travel if needed and comply with the company’s travel policy. Federal, LLC team members need to also comply with the applicable vaccination policies.

Customer Success Engineer (CSE)

The Customer Success Engineer (CSE) role provides deep subject matter expertise on GitLab technical and product solutions and best practices. CSEs work alongside CSMs to provide customers with technical guidance, go in-depth on use case implementation, and demonstrate the value of GitLab product capabilities.

Customer Success Engineer Responsibilities

Engage with customers, both onsite and remote, in a technical consultancy and advisor role during the post-sales process while providing technical and solution guidance
Providing technical, architectural and best practice guidance
Drive the achievement of measurable value (business outcomes), leading to product adoption, renewal, and expansion
Align with Customer Success Managers to provide customer-facing subject matter expertise based on the customer’s business objectives
Focus on solution-based programs that are customized to fit an individual customer’s needs
Develop and collaborate on customer workshops, demos, and other enablement
Maintain specialty competency in one or more technologies related to GitLab’s market focus through activities such as training, certification and creation of working examples for reuse internally and by customers and partners
Continuously improve professional skills with a focus on personal mastery and team learning through activities such as training, reading and seeking mentorship from others

Customer Success Engineer Requirements

Experience with a GitLab use case (SCM, CI, CD, DevSecOps, Agile Planning) to provide in-depth customer guidance and enablement
Proficiency using DevSecOps tools or highly technical tooling in adjacent fields
Specialize in GitLab use cases to provide in-depth guidance and enablement to customers of all sizes, including large enterprise organizations
Technical experience in development or systems engineering
Demonstrated capacity to clearly and concisely communicate about complex technical, architectural, and/or organizational problems and propose thorough iterative solutions
Have demonstrated the ability to become a trusted technical advisor to customer and business leaders
Exceptional verbal, presentation, and written communication skills
Excellent time management and ability to work with several different teams at any given time
Alignment with GitLab values and ability to work in accordance with those values
Ability to travel if needed and comply with the company’s travel policy

Senior Customer Success Engineer

The Senior CSE reports to the Manager/Senior Manager, TAM.

Senior Customer Success Engineer Job Grade

The Senior CSE is a job grade level 7.

Senior Customer Success Engineer Responsibilities

Extends the Customer Success Engineer responsibilities
Strategize on the overall objectives and long-range goals of the team
Provide mentorship for CSEs to help them grow in their technical knowledge and provide premium customer experience
Work cross-departmentally to find solutions to complex scenarios and integration issues
Demonstrate leadership in new feature and technology adoption and teaching by providing regular enablement and solution overview sessions and documentation for customers and other GitLab team-members
Help drive team expertise and technical thought leadership
Maintain deep knowledge of the GitLab platform

Senior Customer Success Engineer Requirements

Extends the Customer Success Engineer requirements
Ability to translate business requirements into business value, and work with sales and marketing to promote value-driven solutions
Expert in GitLab usage and able to train others in its usage
Advanced knowledge of software development lifecycle and development pipeline
Advanced project management experience & skills

Staff Customer Success Engineer

Market Justification: The business need for an individual contributor Staff CSE role is to have a team member who is a subject matter expert (SME) with deep subject matter expertise positioned to train on and refine the practice of the CSE function. The Staff CSE collaborates closely with the CSE and TAM/CSM leadership in further refining the direction and enablement of the CSE specialty within Customer Success Management. In the market, there are over 20 organizations that typically have 2-3 Staff CSEs.

The Staff CSE reports to the Manager/Senior Manager, TAM.

Staff Customer Success Engineer Job Grade

The Staff CSE is a grade 9.

Staff Customer Success Engineer Responsibilities

Extends the Senior Customer Success Engineer responsibilities
Demonstrates seniority in 3 or more customer use cases
Provides subject matter expertise within a defined technical GitLab product area or as a trusted advisor
Is proficient with DevOps frameworks (e.g., LeSS, SaFe, etc.) and can communicate customers’ goals and capabilities as they relate to customers’ adoption roadmaps
Overlays with the global book of customers in roadblock areas for strategic customers removing barriers to growth and adoption concerning their area of expertise
Periodically leads research and analysis of industry/market trends within customer success, with a focus on Customer Success data and trends
Helps ensure GitLab is listening and hearing our customers and can remain responsive to them
Increase global CS team knowledge and thought leadership within the realm of their expertise
Contributes to our docs, YouTube channel, and other enablement programs such as the Digital Journey
Serves as advisor to Product Team providing constructive feedback to promote customer use cases and assist in product feature prioritization

Staff Customer Success Engineer Requirements

Extends the Senior Customer Success Engineer requirements
Experience and a proven track record with the additional responsibilities of a Staff TAM
Technical / DevOps domain expertise
Proven ability to overlay in customer technical risk situations and architect successful solutions.
Proven ability to consult and be consulted on topics requiring product/technical expertise
Excellent moderation and communication skills
Extensive experience within a technical or account management area

Performance Indicators

net ARR (i.e., retention and expansion)
CSM-related metrics.

Career Ladder

The next steps in the Customer Success Management job family is to move to a senior leadership job family.

Hiring Process

Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process. To learn more about someone who may be conducting the interview, find their job title on our team page.

Recruiter Screening

Qualified candidates will be invited to schedule a 30 minute screening call with one of our Global Recruiters.

Written Assessment

The assessment is a written questionnaire, completed and submitted prior to interviews with members of the Customer Success Manager team. The Recruiter working with the candidate will provide the written assessment following a successful recruiter screening interview.

Hiring Manager Interview

The hiring manager interview is the first of the interviews with the Customer Success Manager team. This interview is with the manager of the team the candidate is applying to join. It is a 30 minute interview.

Peer Interview

The peer interview is conducted by an individual contributor who is a member of the team the candidate is applying to join. Peer interviewers are selected by the hiring manager. This is a 30 minute interview.

Panel Interview

The panel interview consists of several members of the Customer Success Manager team. It typically includes the hiring manager and two other team members. This is a 60 minute interview, with the following format:

Live demonstration based on the guidance provided ahead of the interview by the recruiter
General discussion and questions from the panel

Executive Interview

Conducted by the Senior Director of CSMs, this is a discussion with the candidate as a final assessment interview to evaluate the candidate’s suitability for the role. This is a 30 minute interview.

Reference and Background Check

Once the candidate has successfully completed all interview stages with positive recommendations at each stage, GitLab will complete reference checks and a background check.

Additional details about our process can be found on our hiring page.

About Gitlab

GitLab Inc. is a company based on the GitLab open-source project. GitLab is a community project to which over 2,200 people worldwide have contributed. We are an active participant in this community, trying to serve its needs and lead by example. We have one vision: everyone can contribute to all digital content, and our mission is to change all creative work from read-only to read-write so that everyone can contribute.

We value results, transparency, sharing, freedom, efficiency, self-learning, frugality, collaboration, directness, kindness, diversity, inclusion and belonging, boring solutions, and quirkiness. If these values match your personality, work ethic, and personal goals, we encourage you to visit our primer to learn more. Open source is our culture, our way of life, our story, and what makes us truly unique.

Top 10 Reasons to Work for GitLab:

Mission: Everyone can contribute
Results: Fast growth, ambitious vision
Flexible Work Hours: Plan your day so you are there for other people & have time for personal interests
Transparency: Over 2,000 webpages in GitLab handbook, GitLab Unfiltered YouTube channel
Iteration: Empower people to be effective & have an impact, Merge Request rate, We dogfood our own product, Directly responsible individuals
Diversity, Inclusion & Belonging: A focus on gender parity, Team Member Resource Groups, other initiatives
Collaboration: Kindness, saying thanks, intentionally organize informal communication, no ego
Total Rewards: Competitive market rates for compensation, Equity compensation, global benefits (inclusive of office equipment)
Work/Life Harmony: Flexible workday, Family and Friends days
Remote Done Right: One of the world's largest all-remote companies, prolific inventor of remote best practices

See our culture page for more!

Work remotely from anywhere in the world. Curious to see what that looks like? Check out our remote manifesto and guides.

Last modified May 19, 2023: Adding new roles (b88e5bb)