Customer Success Engineer, Onboarding

As a Customer Success Engineer (CSE), Onboarding Specialist you’ll be joining a global team of technical specialists who engage with customers in a pooled model in order to drive product adoption and value realization at scale. As an Onboarding Specialist you’ll work alongside pre and post-sale team members to provide new customers with technical guidance, go in-depth on use case implementation, and demonstrate the value of GitLab product capabilities from day one. This role reports to the Senior Manager, Customer Onboarding.

• Engage with newly onboarded customers, through Zoom calls and emails, in a technical consultancy and advisor role during the post-sales process while providing technical and solution guidance
• Provide technical, architectural, and best practice guidance
• Drive the achievement of measurable value (business outcomes), leading to product adoption, renewal, and expansion
• Align with Account Executives and Renewals Managers to provide customer-facing subject matter expertise based on the customer’s business objectives
• Focus on solution-based programs that are customized to fit an individual customer’s needs
• Develop and collaborate on customer workshops, demos, and other enablement
• Maintain specialty competency in one or more technologies related to GitLab’s market focus through activities such as training, certification, and creation of working examples for reuse internally and by customers and partners
• Continuously improve professional skills with a focus on personal mastery and team learning through activities such as training, reading, and seeking mentorship from others
• Contributes to our docs, YouTube channel, and other enablement programs such as the Digital Journey

• Experience with a GitLab use case (SCM, CI, CD, DevSecOps, Agile Planning) to provide in-depth customer guidance and enablement
• Proficiency using DevSecOps tools or highly technical tooling in adjacent fields
• Technical experience in development or systems engineering
• Demonstrated capacity to clearly and concisely communicate about complex technical, architectural, and/or organizational problems and propose thorough iterative solutions
• Demonstrated ability to become a trusted technical advisor to customer and business leaders
• Exceptional verbal, presentation, and written communication skills
• Excellent time management and ability to work with several different teams at any given time

• 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
• Home office support

Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process. To learn more about someone who may be conducting the interview, find their job title on our team page.

Qualified candidates will be invited to schedule a 30 minute screening call with one of our Global Recruiters.

The hiring manager interview is the first of the interviews with the Customer Success team. This interview is with the Manager of the team the candidate is applying to join. It is a 45 minute interview.

The panel interview consists of several members of the Customer Success team. It typically includes the hiring manager and two other team members. This is a 60 minute interview, with the following format:

• Live demonstration based on the guidance provided ahead of the interview by the recruiter
• General discussion and questions from the panel

Conducted by the Senior Director of Customer Success, this is a discussion with the candidate as a final assessment interview to evaluate the candidate’s suitability for the role. This is a 30 minute interview.

Once the candidate has successfully completed all interview stages with positive recommendations at each stage, GitLab will complete reference checks and a background check.

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.