Customer Success Engineer, Digital

An overview of this role

The Digital Success team at GitLab builds and scales customer success programs that help thousands of customers adopt GitLab, engage with the platform, and get value without relying on 1:1 touchpoints. We're a small, focused team of technical practitioners and strategists — each person owns a distinct area, and we depend on each other to keep programs running reliably across a large book of business. We work async-first across regions, with day-to-day collaboration happening in GitLab issues and epics, documented processes in the handbook, and coordination in Slack. Decisions get made close to the work — if you own the execution, you have real input into how it improves. Our tools are Gainsight, Marketo, and Zoom, and we iterate quickly based on engagement signals. If you're someone who finds satisfaction in making complex programs run smoothly and wants to see the direct impact of your work on customer outcomes, this team is a good fit.

What you'll do

• Drive end-to-end delivery of scaled customer engagement programs — including webinars, workshops, office hours, on-demand content, and customer newsletters.
• Build and maintain audience targeting, registration flows, event logistics, and follow-up communications so subject matter experts can focus on delivering content.
• Orchestrate scaled customer journeys in Gainsight by creating and managing lifecycle campaigns, automated plays, calls to action, and reporting.
• Manage GitLab University communications and Marketo email programs, including segmentation, scheduling, and send readiness.
• Set up and run Zoom webinars, including configuration, attendee management, and post-event reporting and analytics.
• Track engagement across key program signals (for example, attendance and email engagement) and partner with stakeholders to turn insights into program improvements.
• Collaborate closely with the Staff Customer Success Strategist to translate segmentation strategy and program design into reliable day-to-day operations.

What you'll bring

• Experience owning the full execution lifecycle of scaled digital programs, including setup, launch, and performance analysis.
• Hands-on experience administering Gainsight, including lifecycle campaigns, automated plays, calls to action (CTAs), and customer journey orchestration.
• Hands-on experience managing Marketo email programs, including audience segmentation and performance reporting.
• Experience using Zoom for webinar setup, registration workflows, hosting logistics, and analytics.
• Ability to track engagement and adoption signals, translate data into clear insights, and iterate on programs based on what you learn.
• Strong written communication skills for clear, customer-facing email and newsletter content at scale.
• Ability to work effectively in an all-remote, async-first environment by documenting work, collaborating across time zones, and keeping progress visible in Slack and GitLab issues.
• Familiarity with DevSecOps concepts or the willingness to learn GitLab's platform quickly; related experience in customer success operations, digital marketing, or SaaS operations is transferable.

About the team

The Digital Success team at GitLab builds and scales digital customer success programs that help thousands of customers adopt GitLab, engage with the platform, and get value without relying only on 1:1 touchpoints. We're a mix of technical practitioners and strategists, working async-first across regions with day-to-day collaboration happening in GitLab issues and epics, documented processes in the handbook, and coordination in Slack. Our focus is on creating repeatable, measurable customer journeys through tools like Gainsight, Marketo, and Zoom, iterating quickly based on engagement signals, and continuously improving how we reach the right customers with the right guidance at the right time. For more on how we work, see the Team Handbook Page.

How GitLab will support you

• 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

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.