Customer Success Manager- Australia

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Customer Success Manager- Australia | WithMira

Resumen del rol

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Helping customers improve adoption of GitLab across their software development lifecycle through structured success plans and workshops
Partnering with account teams and cross-functional stakeholders to turn usage insights into recommendations that support customer outcomes, retention, and growth

Build and maintain trusted advisor relationships with assigned customers across APJ, with a focus on adoption, measurable outcomes, and long-term satisfaction with GitLab.
Help customers with deployment guidance, operational best practices, and establishing a GitLab Center of Excellence within their organization.
Lead and participate in workshops that help customers understand and use the value of GitLab across their software development lifecycle.
Measure and monitor customer progress against critical performance indicators, and share insights with GitLab account stakeholders as well as customer sponsors and executives.
Turn customer product usage data into clear, actionable recommendations that support broader adoption and expansion of GitLab within customer environments.
Establish and manage regular customer touchpoints in line with service expectations to review strategic and technical objectives and adjust plans as needed.
Collaborate closely with Product Management, Engineering, Sales, and Professional Services to support issue resolution, share customer feedback, and align on customer success plans.
Contribute regional insight from APJ customer engagements to help improve how GitLab supports customers across different markets, business needs, and stages of maturity.

Experience in a customer-facing role focused on post-sales adoption, value realization, and customer advocacy.
Background in customer success, professional services, technical account management, or a related function with direct customer engagement.
Ability to understand and discuss Git, common branching strategies, and how customers use version control in their workflows.
Knowledge of the software development lifecycle, including common development pipelines and tooling.
Familiarity with continuous integration, continuous deployment, and DevSecOps concepts and practices.
Skill in turning product usage data and technical details into clear, actionable insights for both technical and executive stakeholders.
Proven ability to build trusted advisor relationships, facilitate workshops, and guide customers through best practices and operational change.
Openness to learning, with transferable skills from adjacent roles or industries that support collaborative, outcome-focused customer partnerships in the APJ region.