Customer Success Manager, Japan

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Customer Success Manager, Japan | WithMira

Role overview

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Build and maintain a trusted advisor relationship with each assigned customer, focusing on adoption, measurable outcomes, and long-term satisfaction with GitLab.
Assist customers with expert deployment guidance, operational best practices, and establishing a GitLab Center of Excellence within their organization.
Lead and participate in workshops to help customers understand and use the full value of the GitLab solution across their software development lifecycle.
Measure and monitor customers’ progress against critical and key performance indicators, and share insights with GitLab account stakeholders and customer sponsors and executives.
Translate customer product usage data into clear, actionable recommendations that drive adoption and expansion of GitLab within customer environments.
Establish and manage regular touchpoints with customers in line with service level agreements to review strategic and technical objectives and adjust plans as needed.
Collaborate closely with Product Management, Engineering, Sales, and Professional Services to streamline issue resolution, share customer feedback, and align on customer success plans.

Experience in a customer-facing role focused on post-sales adoption, value realization, and 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 typical development pipelines and tooling.
Familiarity with continuous integration, continuous deployment, and DevSecOps concepts and practices.
Skill in translating 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.