An overview of this role
As a Customer Success Engineer, you'll help customers get real, measurable value from GitLab after the sale by providing technical product expertise and best practice guidance. You'll be part of the customer success engineer team that delivers GitLab's On-Demand Success Tier through webinars, hands-on labs, office hours, and on-demand engagements.
This is a pooled model, so you won't be dedicated to a specific set of accounts. You'll collaborate closely with Customer Success Managers, Account Executives, and Renewals Managers to support implementation, architecture, and use case adoption across GitLab's key workflows, including source code management, continuous integration and delivery, DevSecOps, and Agile Planning.
What You’ll Do
- Engage with customers via Zoom calls and email as a technical consultant during the post-sales journey, providing product, solution, and best-practice guidance.
- Partner with Customer Success Managers to go deep on GitLab use case implementation (for example: source code management, continuous integration, continuous delivery, DevSecOps, and Agile Planning).
- Deliver practical, customer-specific enablement through webinars, hands-on labs, office hours, and on-demand engagements in a pooled support model.
- Provide technical and architectural guidance that helps customers adopt GitLab capabilities and connect technical decisions to the outcomes they care about.
- Align with Account Executives and Renewals Managers to share customer-facing subject matter expertise that supports customer business objectives.
- Develop and deliver workshops, demos, and other reusable enablement content in collaboration with cross-functional partners.
- Build and maintain specialty competency in one or more technologies aligned to GitLab's market focus through training, certification, and creating working examples for internal and customer use.
- Contribute to customer-facing learning resources, including GitLab documentation, YouTube content, and enablement programs such as the Digital Journey.
What You’ll Bring
- Experience supporting one or more GitLab use cases (source code management, continuous integration, continuous delivery, DevSecOps, or Agile Planning) and enabling customers with practical, in-depth guidance.
- Proficiency with DevSecOps tools or adjacent highly technical tooling, with the ability to translate tool capabilities into customer outcomes.
- Technical background in software development or systems engineering, including comfort discussing architecture, workflows, and implementation tradeoffs.
- Ability to communicate complex technical and organizational topics clearly in writing and live settings (Zoom calls, workshops, and presentations).
- Experience operating as a trusted technical advisor to customer and business stakeholders in a post-sales environment.
- Strong time management and prioritization skills, including the ability to juggle multiple customer engagements and cross-functional requests in a pooled model.
- Continuous learning mindset, including maintaining specialty competency through training, certification, documentation, or creation of reusable examples.
About the team
The Customer Success Engineer role sits within our Public Sector Customer Success team, which partners with United States government and public sector organizations to help them realize ongoing value from the GitLab platform. We own the post-sales relationship, driving adoption, retention, and growth by aligning GitLab capabilities to each customer’s mission, enabling them on DevSecOps best practices, and coordinating cross-functionally with Sales, Support, Product Management, Engineering, and Professional Services.