Customer Success Manager - Australia

About the role

<div class="content-intro"><p>GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster.</p> <p>The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. <a href="https://www.youtube.com/watch?v=OuZIb5zszQI">Co-create the future with us</a> as we build technology that transforms how the world develops software.</p> <p>*<em>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 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab.</em></p></div><h2>An Overview of this Role</h2> <p>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.</p> <p>Some examples of our projects:</p> <ul> <li value="1">Helping customers improve adoption of GitLab across their software development lifecycle through structured success plans and workshops</li> <li value="2">Partnering with account teams and cross-functional stakeholders to turn usage insights into recommendations that support customer outcomes, retention, and growth</li> </ul> <h2>What you'll do</h2> <ul> <li value="1">Build and maintain trusted advisor relationships with assigned customers across APJ, with a focus on adoption, measurable outcomes, and long-term satisfaction with GitLab.</li> <li value="2">Help customers with deployment guidance, operational best practices, and establishing a GitLab Center of Excellence within their organization.</li> <li value="3">Lead and participate in workshops that help customers understand and use the value of GitLab across their software development lifecycle.</li> <li value="4">Measure and monitor customer progress against critical performance indicators, and share insights with GitLab account stakeholders as well as customer sponsors and ex