Manager, Success Services – APJ : Australia or Singapore in Australia

Manager, Success Services – APJ : Australia or Singapore

Remote, APAC

GitLab is an open core software company that develops the most comprehensive AI-powered DevSecOps Platform (https://about.gitlab.com/solutions/devops-platform) , used by more than 100,000 organizations. Our mission (https://about.gitlab.com/company/mission) is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating the rate of human progress. This mission is integral to our culture, influencing how we hire, build products, and lead our industry. We make this possible at GitLab by running our operations (https://about.gitlab.com/handbook/using-gitlab-at-gitlab) on our product and staying aligned with our values (https://about.gitlab.com/handbook/values) . Learn more about Life at GitLab (https://vimeo.com/gitlab/gettoknowgitlab) .

This position is remote and due to the nature of the customers and team, you will be supporting we are only considering candidates in Singapore or Sydney or Melbourne in Australia and who are Permanent Residents Or Citizens. Candidates outside of these locations will NOT be considered.

The Manager, Success Services is a strategic leader who drives the success and adoption of our paid success plan offerings and services within a designated region (APJ). They are responsible for managing a team of Customer Success Architects (CSAs) and collaborating with sales teams to identify and pursue opportunities to sell success services to new and existing customers.

The Manager, Success Services reports to the Director, Success Services.

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 (https://handbook.gitlab.com/handbook/customer-success/csm) .

What you’ll do

• Team Leadership: Manage, coach, and mentor a team of Customer Success Architects (CSAs) to ensure effective service delivery and customer satisfaction.

• Sales Enablement: Collaborate with sales teams to develop and deliver compelling service offerings, value propositions, and commercial collateral. Explain GitLab Services value proposition, catalog of service offerings, and methodologies.

• Revenue Management: Drive revenue growth by identifying and pursuing opportunities to sell success services to new and existing customers. Monitor and report on key performance indicators, including pipeline, revenue, and renewal rates.

• Customer Engagement: Participate in strategic customer meetings, product demos, and customer calls to provide expertise on success services and how they can help customers achieve their goals.

• Continuous Improvement: Gather feedback from customers and the sales team to identify areas for improvement in the success services offering and customer experience. Drive continuous improvement of service offerings based on customer feedback, performance data, and best practices.

• Cross-functional Collaboration: Work closely with customer success, support, professional services, product management, engineering, and marketing teams to ensure effective service delivery and alignment with company goals and objectives.

• Performance Tracking: Monitor and report on key performance indicators for service offerings, identifying trends and areas for improvement. Stakeholder Management: Build and maintain strong relationships with key stakeholders, including customers, partners, and internal teams.

Manager, Success Services Requirements

• Proven experience in managing customer success services or professional services teams, preferably in DevSecOps or a similar technical domain.

• Strong understanding of the DevSecOps methodology, software development lifecycle, and related technologies.

• Demonstrated ability to lead, coach, and mentor a team of customer success professionals to drive customer satisfaction, adoption, and retention.

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with sales teams, customers, and internal stakeholders at all levels.

• Strong sales acumen and experience in identifying and pursuing opportunities to sell services to new and existing customers.

• Data-driven mindset with the ability to analyze customer data, identify trends, and make data-informed decisions to optimize success services and improve customer time to value.

• Experience with customer success metrics, KPIs, and reporting.

• Strong problem-solving skills and the ability to think creatively to develop innovative solutions that address customer challenges and improve their experience.

• Experience in creating and delivering compelling presentations, demonstrations, and training sessions to showcase the value of success services and educate customers on best practices.

• Collaborative and team-oriented mindset, with the ability to work closely with cross-functional teams to align success services with company goals and objectives.

• Willingness to travel as required – up to 40%.

How GitLab will support you

• Benefits to support your health, finances, and well-being (https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/)

• All remote, asynchronous (https://about.gitlab.com/company/culture/all-remote/asynchronous/) work environment

• Unlimited PTO (https://about.gitlab.com/handbook/paid-time-off/) (paid time off)

• Team Member Resource Groups

• Equity Compensation & Employee Stock Purchase Plan (https://about.gitlab.com/handbook/stock-options/)

• Growth and development budget (https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/#growth-and-development-benefit)

• Parental leave (https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/#parental-leave)

• Home office (https://about.gitlab.com/handbook/finance/procurement/office-equipment-supplies/) support

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 (https://handbook.gitlab.com/handbook/company/team/) .

Recruiter Screening

Qualified candidates will be invited to schedule a 30 minute screening call (https://handbook.gitlab.com/handbook/hiring/interviewing/#screening-call) with one of our Global Recruiters.

Hiring Manager Interview

The hiring manager interview is the first of the interviews with the Customer Success team. This interview is with the manager of the team the candidate is applying to join.

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.

Panel Interview

The panel interview consists of several members of the Customer Success 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 VP of Custumer Success (https://handbook.gitlab.com/job-families/sales/customer-success-management/#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 (https://handbook.gitlab.com/handbook/hiring/interviewing/#reference-check-process) and a background check (https://handbook.gitlab.com/handbook/hiring/interviewing/#background-checks) .Additional details about our process can be found on our hiring page (https://handbook.gitlab.com/handbook/hiring/interviewing/) .

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups (https://about.gitlab.com/company/culture/inclusion/#examples-of-select-underrepresented-groups) are less likely to apply to a job unless they meet every single qualification. If you’re excited about this role, please apply and allow our recruiters to assess your application.

• General discussion and questions from the panel

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