About this role.
This Customer Success Manager role at GitLab focuses on driving customer adoption, measurable outcomes, and long-term advocacy for the DevSecOps platform across the APJ region. The position involves building trusted advisor relationships, leading workshops, and turning product usage data into actionable recommendations for customers and internal teams. You will collaborate closely with Sales, Product Management, Engineering, and Professional Services to ensure customer retention and satisfaction. The role requires a blend of technical knowledge in Git, CI/CD, and DevSecOps, along with strong strategic and communication skills. Success is measured through customer satisfaction, retention, and the strength of strategic relationships.
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Customer Success Manager - Australia position at GitLab. With a strong background in customer success within the DevOps and SaaS industry, I have consistently helped enterprise customers achieve their software development goals through tailored adoption strategies and data-driven insights. I am particularly drawn to GitLab's intelligent orchestration platform and its commitment to AI-driven productivity, which aligns perfectly with my passion for innovation.
In my previous role, I successfully managed a portfolio of key accounts, driving retention and expansion through strategic business reviews and hands-on enablement. My technical proficiency with Git, CI/CD pipelines, and DevSecOps practices, combined with my ability to build trusted advisor relationships, ensures I can deliver measurable outcomes for your customers. I am eager to bring my expertise to the APJ region and contribute to GitLab's mission of transforming how the world develops software.
Thank you for your consideration. I look forward to discussing how I can add value to your team.
Sincerely,
[Your Name]
Sample interview questions
I would start by analyzing usage data to identify specific bottlenecks and underutilized features. Then, I would schedule a workshop with the customer to understand their workflows and pain points, create a tailored adoption plan with clear milestones, and establish regular check-ins to monitor progress. I would also engage internal GitLab experts to provide technical best practices and ensure the customer sees quick wins.
At a previous role, I noticed a customer's merge request cycle time was very high despite using our platform. I analyzed the data and found they weren't using our code review automation features. I presented this insight to their engineering leadership, recommended specific configurations, and trained their teams. Within two quarters, their cycle time dropped by 30%, and they expanded their license.
I would first try to understand the executive's priorities and align GitLab's value to their business goals. I would prepare a concise executive brief showing how GitLab impacts speed to market or security compliance. Then, I would request a short meeting to present this, and if needed, involve my GitLab leadership to help re-engage. Building a champion network within the account is also critical for long-term momentum.
I have hands-on experience with Git, branching strategies, and setting up CI/CD pipelines using GitLab. I teach customers through a mix of interactive workshops, live demonstrations, and collaborative labs. I focus on their current skills and tailor training to their team's maturity, using GitLab's built-in documentation and AI assistance to accelerate learning and adoption.
I use a tiered approach based on customer strategic value, risk of churn, and expansion potential. I maintain a detailed QBR schedule and use data to identify at-risk accounts early. For high-touch customers, I ensure regular communication; for others, I rely on scalable resources like webinars and self-service content. This ensures maximum impact with limited time.
GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster.
The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.
*Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab.
An Overview of this Role
As a Customer Success Manager for APJ, you’ll help GitLab customers realize the full value of our intelligent DevSecOps platform by driving adoption, measurable outcomes, and long-term advocacy across the region. You’ll serve as a trusted advisor to a portfolio of customers, guiding them on Git, branching strategies, software development lifecycle practices, continuous integration, continuous deployment, and DevSecOps best practices. In this role, you’ll connect customer goals with GitLab capabilities, lead workshops and Center of Excellence efforts, and turn product usage data into clear, actionable recommendations for both customers and GitLab account teams. You’ll work closely with Product Management, Engineering, Sales, and Professional Services, and you’ll measure your success in your first year through customer satisfaction, retention, and the strength of the strategic relationships you build in APJ. This is an opportunity to help customers achieve meaningful business outcomes while strengthening trust in GitLab through consistent, value-focused partnership.
Some examples of our projects:
- 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
What you’ll do
- 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.
What you’ll bring
- 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.
- Must be based in Australia and have full working rights in Australia
The Customer Success Management team at GitLab supports customers across regions by helping them navigate change, improve how they work, and make the most of the GitLab DevSecOps platform.
As a globally distributed, all-remote team, we collaborate asynchronously with Product Management, Engineering, Sales, Professional Services, and other teams to connect customer needs with GitLab’s product and services. We focus on helping customers establish GitLab best practices, including Centers of Excellence, and on using data and customer context to support strategic and technical goals. In APJ, this role helps bring regional perspective to those efforts while working as part of a broader team that values collaboration, transparency, and results. For more on how this team works, see GitLab’s Customer Success and handbook resources.
How GitLab Supports Full-Time Employees
- Benefits to support your health, finances, and well-being
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental Leave
Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you’re excited about this role, please apply and allow our recruiters to assess your application.
Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.
Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.
GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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