Customer Success Manager - APJ

Are you passionate about helping customers thrive and achieve their strategic goals? Do you love seeing the direct impact of your work on a company's success? At GitLab, we're on the hunt for a dynamic Customer Success Manager to join our growing team in the Asia Pacific Japan (APJ) region. This isn't just about problem-solving; it's about building lasting relationships, understanding complex needs, and guiding our clients through their DevSecOps journey. Imagine yourself as a trusted advisor, empowering some of the world's leading organizations to innovate faster and more securely with GitLab. If you're ready to make a significant difference in a fully remote, global environment, this opportunity is definitely for you!

Overview

GitLab stands as the intelligent orchestration platform for DevSecOps. We empower organizations to significantly increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. Over 50 million registered users and more than 50% of the Fortune 100* companies trust GitLab to ship better, more secure software faster. Our internal principles mirror the innovation in our products: we embrace AI as a core productivity multiplier, expecting all team members to incorporate AI into their daily workflows for enhanced efficiency, innovation, and impact. GitLab is a place where careers accelerate, innovation flourishes, and every voice is truly valued. Our high-performance culture, driven by strong values and continuous knowledge exchange, enables our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Come co-create the future with us as we build technology that transforms how the world develops software. This is a fully remote, worldwide opportunity, allowing you to contribute from anywhere!

* 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 Fortune 500.

Key Responsibilities

Proactively engage with a portfolio of customers, fostering strong, long-lasting relationships.
Deeply understand customer business objectives, technical requirements, and strategic initiatives.
Ensure successful adoption and maximum value realization from the GitLab platform.
Identify opportunities for expansion and growth within existing accounts through strategic engagement.
Act as a strong internal advocate for customer needs, influencing product roadmaps and service improvements.
Conduct regular Business Reviews to showcase value, progress, and future opportunities.
Guide customers through onboarding processes and provide ongoing best practices and training where necessary.
Identify and mitigate potential risks to customer satisfaction and retention.

Requirements

Proven experience in Customer Success, Account Management, or a similar client-facing role, preferably within a SaaS or DevSecOps environment.
A solid understanding of the Software Development Lifecycle (SDLC) and DevOps principles.
Exceptional communication, presentation, and interpersonal skills, with the ability to articulate complex concepts clearly.
Demonstrated ability to manage multiple customer accounts simultaneously while maintaining high levels of engagement.
A strong problem-solving mindset, always looking for creative solutions to customer challenges.
Familiarity with and understanding of the APJ market dynamics and business culture is a significant advantage.
Technical aptitude to comprehend and discuss the GitLab platform's capabilities and integrations.

What You'll Gain

An unparalleled opportunity to work with a market-leading DevSecOps platform that is revolutionizing software development.
The chance to collaborate daily with innovative industry leaders and brilliant minds across the globe.
Accelerate your career trajectory in a high-growth, forward-thinking, and impactful company.
Access to continuous learning resources, professional development programs, and a culture of knowledge sharing.
Become an integral part of a vibrant, values-driven, and truly remote team, contributing from anywhere in the world.
Directly influence how the world develops and ships software faster and more securely.
Embrace cutting-edge AI tools and methodologies as a core part of your daily workflow.