Senior Customer Success Manager, DACH
About the role
An overview of this role
As a Senior Customer Success Manager, you’ll help GitLab customers realize the full value of our DevSecOps platform by driving adoption, measurable outcomes, and long-term advocacy across our Central European market. You’ll serve as a trusted advisor to a portfolio of customers, guiding them on Git, branching strategies, software development lifecycle, continuous integration, continuous deployment, and DevSecOps best practices. In this role, you’ll connect customer goals with GitLab capabilities, lead workshops and Centers of Excellence efforts, and translate product usage data into clear, actionable recommendations for both customers and GitLab account teams. You’ll collaborate closely with Product Management, Engineering, Sales, and Professional Services, with success in your first year measured by customer satisfaction, retention, and the strength of the strategic relationships you build.
What you’ll do
- 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.
What you’ll bring
- Experience in a customer-facing role focused on post-sales adoption, value realization, and advocacy.
- Excellent communication skills in both German and English
- Background in customer success, professional services, technical a