Customer Success Manager, Japan

Customer Success Manager, Japan

GitLab is the intelligent orchestration platform for DevSecOps, trusted by over 50 million users and more than 50% of the Fortune 100 to ship better, more secure software faster. We are a globally distributed, all-remote team driven by our values and a commitment to continuous learning.

About the Role

As a Customer Success Manager based in Japan, you will be instrumental in helping GitLab customers achieve the full value of our DevSecOps platform. You will act as a trusted advisor, guiding customers on Git, branching strategies, software development lifecycle, CI/CD, and DevSecOps best practices. Your role will involve connecting customer goals with GitLab's capabilities, leading workshops, and translating product usage data into actionable recommendations. Success in this role will be measured by customer satisfaction, retention, and the strength of the strategic relationships you build.

Key Responsibilities

• Build and maintain trusted advisor relationships with assigned customers, focusing on adoption, measurable outcomes, and long-term satisfaction.
• Provide expert guidance on deployment, operational best practices, and establishing a GitLab Center of Excellence.
• Lead and participate in workshops to maximize customer understanding and utilization of the GitLab solution.
• Measure and monitor customer progress against key performance indicators, sharing insights with stakeholders.
• Translate product usage data into clear, actionable recommendations to drive adoption and expansion.
• Establish and manage regular customer touchpoints aligned with service level agreements.
• Collaborate closely with Product Management, Engineering, Sales, and Professional Services to resolve issues and share customer feedback.

Requirements

• Experience in a customer-facing, post-sales role focused on adoption, value realization, and advocacy.
• Background in customer success, professional services, technical account management, or a similar customer-facing function.
• Understanding of Git, branching strategies, and version control in customer workflows.
• Knowledge of the software development lifecycle, including typical development pipelines and tooling.
• Familiarity with Continuous Integration (CI), Continuous Deployment (CD), and DevSecOps concepts.
• Ability to translate product usage data and technical details into actionable insights for diverse stakeholders.
• Proven ability to build trusted advisor relationships, facilitate workshops, and guide customers through best practices.
• Openness to learning and leveraging transferable skills for outcome-focused customer partnerships.

What We Offer

• A fully remote, permanent position.
• Benefits to support your health, finances, and well-being.
• Flexible Paid Time Off.
• Access to Team Member Resource Groups.
• Equity Compensation & Employee Stock Purchase Plan.
• Growth and Development Fund.
• Parental Leave.

GitLab is proud to be an equal opportunity workplace. We encourage candidates from all backgrounds to apply, even if you don't meet every single qualification.