Sr. Manager, Practice Development - Customer Success

The Sr. Manager, Practice Development - Customer Success at GitLab oversees the development of best practices for delivering paid success services, establishes scalable engagement models, creates toolkits and training programs, and collaborates with internal teams to refine strategies that drive customer success and value realization.

Candidates for the Sr. Manager, Practice Development - Customer Success role at GitLab should have extensive experience in customer success or professional services within the technology sector, with strong leadership, analytical, and communication skills. A deep understanding of customer needs and success measurement methodologies is crucial.

GitLab offers a remote, flexible work environment with various benefits, including paid time off, equity compensation, a personal growth and development budget, and comprehensive support for health and well-being to ensure their employees succeed both professionally and personally.

At GitLab, teamwork is considered essential. The Sr. Manager will work closely with cross-functional teams including sales, product, and customer success to ensure alignment in delivering unparalleled service and to foster an environment that encourages innovation and shared success.

GitLab's mission is centered around enabling contributions toward the software that powers our world. This mission deeply influences the Sr. Manager, Practice Development - Customer Success role by focusing on building customer experiences that empower users and elevate human progress, ensuring that services align seamlessly with customer needs.

When developing engagement models for paid success services, I would start by analyzing customer needs and previous engagement data to create structured frameworks. I would then collaborate with key stakeholders to ensure these models are scalable, align with business outcomes, and are continuously refined based on customer feedback.

In a remote setting, effective methodologies include utilizing data analytics to track customer engagement, implementing regular check-ins via video conferencing for relationship building, and creating comprehensive onboarding processes that utilize digital resources to guide customers seamlessly.

To measure the effectiveness of customer success initiatives, I establish key performance indicators (KPIs) that reflect customer satisfaction, product adoption rates, and retention metrics. I also gather qualitative feedback through customer surveys and interviews to gain deeper insights.

In my previous role, I led a cross-functional team to implement a new success strategy. The challenges included aligning different departmental goals and managing communication across various teams. I focused on setting clear objectives, fostering open communication, and leveraging collaborative tools to ensure everyone was on the same page.

In my last position, I was responsible for developing training programs that educated our customer success teams on best practices. I created playbooks that provided detailed guidelines on handling various customer scenarios, which enhanced team confidence and improved customer interactions.

I stay updated on industry best practices by engaging with professional networks, participating in webinars, attending industry conferences, and regularly reading research papers and articles from thought leaders in customer success and service delivery.

To drive change within a team, I would implement a clear communication strategy that outlines the reasons for change, involve team members in the planning process, provide training, and encourage feedback to ensure everyone feels valued and supported during the transition.

A successful customer onboarding process is one that is tailored to the individual needs of the customer, providing them with step-by-step guidance, resources, and continuous support to ensure they achieve their desired outcomes with the product.

Data plays a crucial role in my decision-making process; I rely on data analytics to identify areas for improvement, track the effectiveness of customer success initiatives, and ensure that strategic decisions are backed by solid evidence.

To handle a dissatisfied customer, I would first listen to their concerns empathetically, identify the root cause of their dissatisfaction, and collaborate with my team to propose a solution. Following up to ensure their issue is resolved and reinforcing our commitment to their success is also essential.