Responsibilities

  • Data inquiries: Take point on all CS-org data inquiries and collaborate with Product and Data on next steps
  • Customer journey metrics:
    • Develop and implement lifecycle processes, policies, and metrics to support customer outcomes and business growth, assisting to define appropriate touch points (i.e., human-led and digital) throughout the customer journey (pre and post initial sale)
    • Assist CS team align product analytics + Field Enablement customer journey mapping + the customer’s adoption journey
  • Reporting/analysis: Collaborate with Growth and Data teams on delivering needed reporting to CRO Org, such as correlations, trend analyses, when customers achieve notable milestones, and assist toward churn detection
  • Early Warning System: Collaborate with Product and CS to improve our automated health scoring
  • Improve efficiencies:
    • Identify opportunities for process automation and optimization, with a focus on scalability and driving significant growth
    • Support the development and rollout of systems and digital tools to improve the team’s effectiveness and efficiency and provide increased customer insights through data, automation, and product usage data
  • BA/BS degree
  • 2+ years of Customer Success or Operations experience
  • Analytical and strong pattern recognition for Product Analytics enhancements
  • SQL experience for correlate customer usage with financial outcomes through dashboarding, quantitative analysis
  • Experience with Customer Success Management systems (e.g., Gainsight/Totango/Client Success/etc., digital marketing tools)
  • Strong analytical ability and able to prioritize multiple projects
  • Salesforce experience and knowledge of enterprise SaaS tools
  • Excellent problem solving, project management, interpersonal and organizational skills
  • SaaS and B2B experience preferred
  • Interest in GitLab, and open source software
  • You share our values and work in accordance with those values.
  • Ability to use GitLab
  • Experience with agile/DevOps and/or SDLC process and/or tools is a plus
  • Leadership at GitLab

 

Hiring Process

Applicants for this position can expect the hiring process to follow the order below. Please keep in mind that applicants 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.

  • Selected candidates will be invited to schedule a 30min screening call with one of our Global Recruiters
  • Next, candidates will be invited to schedule a first interview with the Hiring Manager
  • Next, candidates will be invited to interview with 2-5 teammates
  • There may be a final executive interview for any IC role, there will be an executive interview for any Manager level role.

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

Compensation

To view the full job description and its compensation calculator, view our handbook. The compensation calculator can be found towards the bottom of the page.

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

 
Remote-Global

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