Program Manager, Customer Programs

The Program Manager, Customer Programs is a part of the Customer Success Manager team, and focuses on enabling the onboarding-only and digital customer segments. They support and enable our digital only (email, surveys, etc) segment of customers and are are responsible for increasing stickiness and customer satisfaction of this segment along with the other members of the Customer Success team.

Levels

Program Manager, Customer Programs (Intermediate)

The Program Manager, Customer Programs (Intermediate) reports to the Director of Customer Success Managers.

Program Manager, Customer Programs (Intermediate) Job Grade

The Program Manager, Customer Programs is a Grade 6.

Program Manager, Customer Programs (Intermediate) Responsibilities

• Manage the Gainsight build and implementation of the onboarding and digital enablement programs, including rule creation, report creation, data testing, journey creation and analytics
• Work closely with the technical writer, customer programs, and CS Operations to build customer enablement programs based on available insights and product analytics triggers
• Provide regular updates on the efficacy of the onboarding and digital enablement programs, recommending and leading changes in partnership with CSM management
• Architect content flows through Gainsight Journey Orchestrator and iterate in short cycles based on user feedback
• Develop, deliver, and measure the success of adoption campaigns, collaborating with regional CSM leaders
• Iterate on content flows based on increasingly available product analytics data, continuing to improve the customer experience and the effectiveness of the digital enablement
• Collaborate cross-functionally to ensure the customer programs work synergistically with other customer touch-points from other Gitlab teams like Growth and Marketing
• Document all processes in the handbook and update as needed.

Program Manager, Customer Programs (Intermediate) Requirements

• You are obsessed with making customers happy
• Demonstrated progressive hands-on experience with Gainsight Journey Orchestrator or relevant digital marketing platform
• Demonstrated progressive digital or content marketing experience and understanding of relevant metrics and KPIs (i.e., click-through, engagement, etc.)
• Experience with technical products. Understanding of SLDC, software development tools, agile, and/or DevOps preferred.
• Deep empathy for our audience of developers and IT leaders
• Experienced administrator of Gainsight and CRM software (Salesforce preferred)
• Project management mindset and experienced with cross-functional collaboration
• Be familiar with or ready to learn how to use GitLab and Git
• Share our values, and work in accordance with those values
• Ability to use GitLab

Senior Program Manager, Customer Programs

The Program Manager, Customer Programs reports to the Director of Customer Success Managers.

Senior Program Manager, Customer Programs Job Grade

The Senior Program Manager, Customer Programs is a Grade 7.

Senior Program Manager, Customer Programs Responsibilities

• Extends that of the Program Manager, Customer Programs (Intermediate) Responsibilities.

Senior Program Manager, Customer Programs Requirements

• Extends that of the Program Manager, Customer Programs (Intermediate) Requirements.
• Demonstrated progressive hands-on experience with Gainsight Journey Orchestrator or relevant digital marketing platform
• Demonstrated progressive digital or content marketing experience and understanding of relevant metrics and KPIs (i.e., click-through, engagement, etc.)

Performance Indicators

• Time-to-Value KPI's
• Net Retention
• Retention, Gross & Net
• Reason for Churn/Expansion, Dollar Weighted

Career Ladder

The Customer Programs Job Family would flow into the Customer Success Managers Job Family.

Hiring Process

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.

• Qualified candidates will be invited to schedule a 30 minute screening call with one of our Global Recruiters,
• Next, candidates will interview with 2-4 GitLab team members and the hiring manager,
• Finally, candidates may be asked to complete a final interview with our leadership team.

Additional details about our process can be found on our hiring page.

Compensation

Compensation Calculator

About GitLab

GitLab Inc. is a company based on the GitLab open-source project. GitLab is a community project to which over 2,200 people worldwide have contributed. We are an active participant in this community, trying to serve its needs and lead by example. We have one vision: everyone can contribute to all digital content, and our mission is to change all creative work from read-only to read-write so that everyone can contribute.

We value results, transparency, sharing, freedom, efficiency, self-learning, frugality, collaboration, directness, kindness, diversity, inclusion and belonging, boring solutions, and quirkiness. If these values match your personality, work ethic, and personal goals, we encourage you to visit our primer to learn more. Open source is our culture, our way of life, our story, and what makes us truly unique.

Top 10 Reasons to Work for GitLab:

1. Mission: Everyone can contribute
2. Results: Fast growth, ambitious vision
3. Flexible Work Hours: Plan your day so you are there for other people & have time for personal interests
4. Transparency: Over 2,000 webpages in GitLab handbook, GitLab Unfiltered YouTube channel
5. Iteration: Empower people to be effective & have an impact, Merge Request rate, We dogfood our own product, Directly responsible individuals
6. Diversity, Inclusion & Belonging: A focus on gender parity, Team Member Resource Groups, other initiatives
7. Collaboration: Kindness, saying thanks, intentionally organize informal communication, no ego
8. Total Rewards: Competitive market rates for compensation, Equity compensation, global benefits (inclusive of office equipment)
9. Work/Life Harmony: Flexible workday, Family and Friends days
10. Remote Done Right: One of the world's largest all-remote companies, prolific inventor of remote best practices

See our culture page for more!