Top Customer Success & Experience Jobs in San Francisco, CA

Own end-to-end renewals for a portfolio of GitLab customers: develop renewal strategies, lead pricing and contract negotiations, forecast and manage renewal pipeline, identify churn risk, and coordinate with Sales, Customer Success, Finance, Legal, and Product to protect recurring revenue and drive expansion.

Own post-sales relationships for U.S. public sector accounts: translate pre-sales plans into measurable objectives, drive GitLab adoption, retention, and expansion, advise on Git, CI/CD, and DevSecOps best practices, coordinate cross-functional teams, and manage customer enablement and project delivery.

Own end-to-end renewals for a portfolio of SaaS customers: develop renewal strategies, prepare proposals, lead commercial negotiations, forecast and manage renewal pipeline, surface and mitigate churn risk, partner with Sales/CS/Finance/Legal, and drive adoption and expansion while transitioning customers to consumption-based pricing.

Lead renewal analytics, forecasting, and health scoring to reduce churn and drive expansion. Partner with Revenue Ops, Finance, Sales Ops, and CX to improve systems, automate processes, surface actionable insights, and deliver dashboards and reviews that inform renewal strategy and interventions.

Manage a portfolio of U.S. public sector accounts to drive adoption, retention, and expansion of the GitLab DevSecOps platform. Translate pre-sales plans into measurable objectives, coach customers on Git, CI/CD, and DevSecOps best practices, coordinate cross-functional responses, stay current on product releases, and use project management to deliver customer enablement and success initiatives.

Provide post-sales technical product expertise and best-practice guidance to help customers adopt GitLab at scale via webinars, labs, workshops, and on-demand engagements. Collaborate with CSMs, AEs, and Renewals to support implementation, architecture, use-case adoption (SCM, CI/CD, DevSecOps, Agile Planning), create reusable enablement content, and act as a trusted technical advisor.

Own operational processes, reporting, and programs for Customer Success Management. Translate ambiguous business questions into solutions, improve processes end-to-end, partner with Revenue Technology/Analytics, support planning (capacity, segmentation, territory), and align cross-functionally with Sales and Finance to scale CS operations.

Own and execute the renewals process for German customers to maximize retention and ARR. Evaluate license usage, prepare renewal quotes, negotiate and close renewals, coordinate with Sales and Customer Success, and manage risks for large and complex accounts. Contribute to renewals best practices and metrics-driven forecasting.

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.

Lead CX Strategy for GitLab's post-sales organization, set vision and planning cadences, develop KPI frameworks and business cases, drive cross-functional strategic programs, and translate customer and adoption signals into decisions that improve retention, expansion, and customer value.