Account Manager, APAC at Gitlab

GitLab is an open-core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating human progress. Our platform unites teams and organizations, breaking down barriers and redefining what's possible in software development. Thanks to products like Duo Enterprise and Duo Agent Platform, customers get AI benefits at every stage of the SDLC. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. As an Account Manager, you will own the first year of the customer relationship, guiding new GitLab customers from initial purchase to becoming growth-ready accounts. You’ll focus on rapid activation, value-driven engagement, and early expansion readiness, ensuring customers realise meaningful outcomes from GitLab in their first 90 days and beyond. Partnering closely with Account Executives, Customer Success Engineers, Professional Services, and other field teams, you will lead the strategy and execution of first-year engagement plans that drive adoption, utilisation, and expansion pipeline. Reporting into the Renewal Management organisation, you will proactively manage the first 12 months of the customer lifecycle with clear success plans, regular value touch points, and a strong focus on commercial outcomes. In your first year, you’ll help refine and execute the 90×90 success framework, improve forecasting and early risk detection, and create seamless handoffs that set customers up for long-term growth with GitLab. This is a key opportunity to directly influence net revenue retention by turning new customers into loyal, expanding GitLab advocates. • Serving as the primary relationship owner for new customers in their first 12 months, driving rapid onboarding, activation, and early value realisation through the 90×90 success framework • Partnering with Account Executives, Customer Success Engineers, and Professional Services to remove barriers to adoption, run value-based touch points and business reviews, and build a clear roadmap for renewal and expansion What you’ll do • Serve as the primary relationship owner for first-order customers throughout their first 12 months, ensuring a smooth transition from new customer to growth-ready account. • Execute the 90×90 success framework to drive rapid activation and early value realisation, targeting 90% license utilisation by day 90 to create a strong foundation for adoption and expansion. • Drive revenue growth by building and managing a healthy expansion pipeline, qualifying opportunities, and partnering with Account Executives to advance and close upsell and cross-sell deals. • Maintain strategic, value-focused engagement with key stakeholders across your accounts to understand their goals, uncover new use cases, and proactively identify whitespace for growth. • Lead the first renewal at month 12 by aligning on outcomes, addressing risks early, and positioning contract retention and expansion opportunities that support long-term customer success. • Coordinate cross-functional resources (such as Customer Success Engineers and Professional Services) to remove barriers to adoption, accelerate time-to-value, and support successful implementations. • Develop and maintain accurate revenue forecasts for your book of business, including renewal probability, expansion pipeline, and at-risk revenue, and share insights through regular forecasting cadences. • Contribute to and continuously improve revenue-driving playbooks, Success Plans, and best practices based on data, customer feedback, and observed trends across your first-year customer cohorts. What you’ll bring • Background in account management, customer success, or similar customer-facing work, with the ability to guide customers through their first year and set them up for growth. • Strong relationship management skills, with the ability to become a trusted advisor to multiple stakeholders within an account, understand their business goals, and connect GitLab solutions to clear outcomes. • Ability to drive product adoption and early value realisation for new customers, using structured onboarding or activation approaches to deliver outcomes in the first 90 days. • Commercial acumen to identify and progress expansion opportunities, partner with Account Executives on pipeline, and support renewal and contract discussions that balance customer needs with GitLab’s commercial objectives. • Ability to work with revenue and pipeline data for a defined book of business, collaborating on forecasts and clearly communicating renewal, expansion, and risk insights in regular forecasting cadences. • Effective written and verbal communication skills, including comfort leading value conversations, business reviews, and success planning sessions with both business and technical audiences. • Ability to work autonomously and asynchronously in a fully remote, metrics-driven environment, staying organized across multiple accounts and aligning to GitLab’s processes, tools, and values. About the team The Account Management team at GitLab is dedicated to guiding new customers through their critical first year, helping them quickly realize value and setting them up for long-term growth. We build and manage strategic relationships with first-order customers to understand their goals, drive adoption, and position accounts for expansion and renewal. Composed of experienced account management, customer success, and revenue-focused professionals distributed across multiple regions, our team operates asynchronously to support customers across markets and time zones. We focus on delivering predictable activation, creating expansion-ready pipelines, and collaborating closely with sales and field teams to reduce churn risk and improve net revenue retention. 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. Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process. Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us. GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.