The Customer Success Management (CSM) team focuses on the themes of align, enable, and expand. We align with customers' desired business outcomes, enable them on their existing use cases, and work with them to expand into additional use cases, ensuring ongoing and ever-improving customer return-on-investment.
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.
The Associate CSM reports to the Manager/Senior Manager, CSM
The Associate CSM is a job grade level 5.
The CSM (Intermediate) reports to the Manager/Senior Manager, CSM.
The CSM (Intermediate) is a grade 6.
The Senior CSM reports to the Manager/Senior Manager, CSM.
The Senior CSM is a job grade level 7.
The Staff CSM (Account) is a subject matter expert in customer engagement and success planning. In addition to working with the customers in their book of business, they provide guidance and coaching to other CSMs and develop improvements to our customer engagement model.
The Staff CSM (Account) reports to the Manager/Senior Manager, CSM.
The Staff, CSM (Account) is a grade 9.
The Staff CSM (Product) reports to the Manager/Senior Manager, CSM.
The Staff CSM (Product) is a grade 9.
The Manager, CSM, reports to the Director of Customer Success Managers.
The Manager, CSM is a grade 9.
The Senior Manager, CSM reports to the Director of Customer Success Managers.
The Senior Manager, CSM is a grade 9.
The Director of CSMs reports to the VP of Customer Success.
The Director of CSM is a job grade level 10.
The Senior Director of CSM reports to the VP of Customer Success
The Director of CSM is a job grade level 11.
The Vice President of CSM is a job grade 12.
The Customer Success Engineer (CSE) role provides deep subject matter expertise on GitLab technical and product solutions and best practices. 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.
The next steps in the Customer Success Management job family is to move to a senior leadership job family.
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.
Qualified candidates will be invited to schedule a 30 minute screening call with one of our Global Recruiters.
The assessment is a written questionnaire, completed and submitted prior to interviews with members of the Customer Success Manager team. The Recruiter working with the candidate will provide the written assessment following a successful recruiter screening interview.
The hiring manager interview is the first of the interviews with the Customer Success Manager team. This interview is with the manager of the team the candidate is applying to join. It is a 30 minute 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. This is a 30 minute interview.
The panel interview consists of several members of the Customer Success Manager team. It typically includes the hiring manager and two other team members. This is a 60 minute interview, with the following format:
Conducted by the 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.
Once the candidate has successfully completed all interview stages with positive recommendations at each stage, GitLab will complete reference checks and a background check.
Additional details about our process can be found on our hiring page.
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