View the CSM Handbook homepage for additional CSM-related handbook pages.
⚠️ This information is under active development and is not yet final. This page will be updated on an ongoing basis during this phase.
The Customer Success Engineer (CSE) provides deep subject matter expertise on GitLab technical and product solutions and best practices in order to drive measurable value for GitLab customers. CSEs work alongside CSMs to provide customers with technical guidance, go in-depth on use case implementation, and demonstrate the value of GitLab product capabilities, leading to product adoption, expansion, and greater value realized by our customers.
Engage with customers in a technical consultancy and advisor role during their GitLab Journey while providing technical and solution guidance. This is achieved by driving towards measurable value (business outcomes), leading to product adoption, renewal, and expansion opportunities. The team is focused on solution-based programs that are customized to fit an individual customer's needs.
|Agreed Success Plan with measurable Business Outcomes aligned to the CSE deliverables||mandatory|
|Exec Alignment and access to impacted customer teams||mandatory|
|Included in Account Plan||mandatory|
The CSE hiring plan follows much of the same process as the CSM, with the exception of a technical panel that evaluates the candidate's technical aptitude along with presentation style, clarity of the GitLab value proposition and audience engagement.
The hiring plan is as follows: