Customer Success Manager

As a Customer Success Manager, you are responsible for building, maintaining, and strengthening long-term relationships with our customers. You will be the primary point of contact for clients when they have questions, challenges, or improvement requests.

About GitLabHost B.V.

GitLabHost is a specialist in fully managed GitLab hosting. We help organizations build secure, compliant, and scalable DevOps environments. From managed hosting and licensing to support, we ensure our customers can focus on development without worrying about their infrastructure.

As we continue to grow, we are looking for a Customer Success Manager who will take our customer relationships to the next level.

Your Role

As a Customer Success Manager, you are responsible for building, maintaining, and strengthening long-term relationships with our customers. You will be the primary point of contact for clients when they have questions, challenges, or improvement requests.

You won’t manage a team hierarchically, but you will coordinate the collaboration between customers and our internal technical specialists. You turn customer challenges into concrete actions by analyzing situations, setting priorities, and ensuring the right tech support colleagues are involved.

Your goal? Not just satisfied customers - but true fans of GitLabHost.

Your responsibilities

• Act as the primary point of contact for existing customers
• Build and maintain long-term customer relationships
• Identify risks and opportunities within customer accounts
• Coordinate customer issues and monitor progress until resolution
• Translate technical questions into clear communication for customers
• Align with tech support and DevOps colleagues on priorities
• Proactively gather customer feedback and turn it into improvement initiatives
• Identify commercial opportunities within existing accounts (upsell and cross-sell where appropriate)
• Monitor customer satisfaction and retention

Who are we looking for:

• A solid ICT background (e.g., hosting, cloud, DevOps, infrastructure, or software implementation)
• Strong understanding of how IT environments operate and the ability to analyze technical issues
• Experience in account management, customer success, or IT support
• Proactive and self-starting mindset
• Professional and strong communicator (both written and verbal)
• Decisive and comfortable making decisions
• Takes ownership and responsibility
• Customer-focused while keeping business objectives in mind
• Able to switch quickly between technical and commercial conversations

Competencies that fit this role:

• Stakeholder management
• Problem analysis and prioritization
• Strong communication and persuasion skills
• Organizational awareness
• Stress resilience
• Results-oriented mindset
• Independence
• Ownership and accountability

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What do we offer

• Work in a technical, ambitious, and fast-growing organization
• Plenty of room for initiative and impact
• Short lines of communication and direct collaboration with technical specialists
• Salary based on experience (€4,000 – €6,000 per month)
• Unlimited vacation days
• Regular team dinners and social drinks
• Great coffee ☕
• Flexible working options (hybrid)
• Informal culture with a professional focus