Top Customer Success & Experience Jobs in San Francisco, CA

Provides post-sales technical guidance to GitLab customers through consultations, webinars, hands-on labs, office hours, workshops, demos, and reusable content. Supports implementation and adoption across source code management, CI/CD, DevSecOps, and Agile Planning. Partners with Customer Success Managers, Account Executives, and Renewals Managers to translate technical capabilities into customer outcomes, advise on architecture and workflows, and support multiple customer engagements in a pooled model.

Manage a portfolio of customers to drive adoption and measurable outcomes of the GitLab DevSecOps platform. Act as trusted advisor on Git, branching, SDLC, CI/CD, and DevSecOps best practices; run workshops and Centers of Excellence; translate product usage data into actionable recommendations; collaborate with Product, Engineering, Sales, and Services to improve satisfaction, retention, and expansion.

Owns renewal planning and execution for a portfolio of public sector customers. Develops account strategies, forecasts renewal outcomes using customer health and adoption data, coordinates with Sales and Customer Success, manages renewal risks, executes personalized outreach campaigns, and improves renewal workflows to drive retention and timely renewals.

Designs and owns digital customer journeys and service blueprints that drive retention, product consumption, and revenue. Defines customer actions, signals, interventions, channels, handoffs, content, metrics, and launch plans. Coordinates cross-functional teams through implementation, then partners with Digital Orchestration and Data/Insights teams to optimize live journeys. The role also establishes self-service, AI-assisted, and human-led experiences while improving journey standards and measuring conversion, customer recovery, time to value, and business impact.

Design and optimize digital customer journeys that drive adoption, retention, consumption, and revenue. Create service blueprints, journey specifications, handoffs, triggers, content requirements, and success metrics. Coordinate cross-functional teams to launch journeys, then measure conversion, customer recovery, time to value, retention, and revenue impact. Partner with orchestration, data, marketing, content, product, customer success, and operations teams while owning journey outcomes and continuous improvement.

Leads a North America-based team of Customer Success Managers, coaching team members and improving customer adoption, account health, satisfaction, advocacy, and renewals. Manages staffing, customer escalations, executive relationships, cross-functional collaboration, and process improvement. Partners with Sales, Product, Engineering, and Professional Services while coordinating distributed teams and supporting strategic customer outcomes.

Own complex enterprise customer escalations from initiation through resolution, coordinating Engineering, Support, Product, Customer Success, Sales, and executives. Develop customer-facing resolution plans, lead high-stakes communications, maintain accountability for commitments, coordinate with incident managers, and support relationship repair after incidents. Contribute to escalation playbooks, templates, postmortems, and process improvements within a globally distributed, follow-the-sun support organization.

Serve as a strategic advisor to assigned customers, helping them adopt GitLab and achieve DevSecOps business outcomes. Build success plans, guide technical enablement, drive adoption and retention, manage escalations, and coordinate with Support, Product, Sales, Engineering, and Professional Services. Advise customers on Git workflows, software development lifecycles, CI/CD, and DevSecOps practices while identifying training and maturity opportunities.

Leads a North America-based Customer Success team responsible for customer adoption, account health, satisfaction, advocacy, and renewals. Coaches Customer Success Managers and Architects, manages staffing and hiring, develops executive customer relationships, supports escalations, and partners with Sales, Product, Engineering, and Professional Services. The role also improves team processes, tools, and execution while translating organizational goals into measurable initiatives.

Manager role within GitLab’s Customer Success Engineering organization. The posting provides no specific responsibilities or qualifications, but indicates work supporting GitLab’s DevSecOps platform and customer success efforts in a fully remote environment.