Customer Success Manager

An Overview of this Role

As a Customer Success Manager for APJ, you’ll help GitLab customers realize the full value of our intelligent DevSecOps platform by driving adoption, measurable outcomes, and long-term advocacy across the region. You’ll serve as a trusted advisor to a portfolio of customers, guiding them on Git, branching strategies, software development lifecycle practices, continuous integration, continuous deployment, and DevSecOps best practices. In this role, you’ll connect customer goals with GitLab capabilities, lead workshops and Center of Excellence efforts, and turn product usage data into clear, actionable recommendations for both customers and GitLab account teams. You’ll work closely with Product Management, Engineering, Sales, and Professional Services, and you’ll measure your success in your first year through customer satisfaction, retention, and the strength of the strategic relationships you build in APJ. This is an opportunity to help customers achieve meaningful business outcomes while strengthening trust in GitLab through consistent, value-focused partnership.

Some examples of our projects:

• Helping customers improve adoption of GitLab across their software development lifecycle through structured success plans and workshops
• Partnering with account teams and cross-functional stakeholders to turn usage insights into recommendations that support customer outcomes, retention, and growth

What you'll do

• Build and maintain trusted advisor relationships with assigned customers across APJ, with a focus on adoption, measurable outcomes, and long-term satisfaction with GitLab.
• Help customers with deployment guidance, operational best practices, and establishing a GitLab Center of Excellence within their organization.
• Lead and participate in workshops that help customers understand and use the value of GitLab across their software development lifecycle.
• Measure and monitor customer progress against critical performance indicators, and share insights with GitLab account stakeholders as well as customer sponsors and executives.
• Turn customer product usage data into clear, actionable recommendations that support broader adoption and expansion of GitLab within customer environments.
• Establish and manage regular customer touchpoints in line with service expectations to review strategic and technical objectives and adjust plans as needed.
• Collaborate closely with Product Management, Engineering, Sales, and Professional Services to support issue resolution, share customer feedback, and align on customer success plans.
• Contribute regional insight from APJ customer engagements to help improve how GitLab supports customers across different markets, business needs, and stages of maturity.

What you'll bring

• Experience in a customer-facing role focused on post-sales adoption, value realization, and customer advocacy.
• Background in customer success, professional services, technical account management, or a related function with direct customer engagement.
• Ability to understand and discuss Git, common branching strategies, and how customers use version control in their workflows.
• Knowledge of the software development lifecycle, including common development pipelines and tooling.
• Familiarity with continuous integration, continuous deployment, and DevSecOps concepts and practices.
• Skill in turning product usage data and technical details into clear, actionable insights for both technical and executive stakeholders.
• Proven ability to build trusted advisor relationships, facilitate workshops, and guide customers through best practices and operational change.
• Openness to learning, with transferable skills from adjacent roles or industries that support collaborative, outcome-focused customer partnerships in the APJ region.
• Must be based in Australia and have full working rights in Australia

The Customer Success Management team at GitLab supports customers across regions by helping them navigate change, improve how they work, and make the most of the GitLab DevSecOps platform.

As a globally distributed, all-remote team, we collaborate asynchronously with Product Management, Engineering, Sales, Professional Services, and other teams to connect customer needs with GitLab’s product and services. We focus on helping customers establish GitLab best practices, including Centers of Excellence, and on using data and customer context to support strategic and technical goals. In APJ, this role helps bring regional perspective to those efforts while working as part of a broader team that values collaboration, transparency, and results. For more on how this team works, see GitLab’s Customer Success and handbook resources.