Account Manager (Renewals)

An overview of this role

As an Account Manager, you’ll manage the first-year relationship with new GitLab customers and guide them through a critical phase of their journey. You’ll focus on rapid activation and early value realization in the first 90 days, then sustain strategic engagement across the first 12 months to drive adoption, expansion readiness, and a smooth path to renewal. Partnering closely with Account Executives, Customer Success Engineers, Professional Services, and other field teams, you’ll execute our 90×90 success framework, build and qualify expansion pipeline, lead renewal and expansion conversations, and coordinate resources to remove barriers to adoption. Reporting to the Manager or Senior Manager, Renewal Management, your work will directly impact net revenue retention, forecast accuracy, and churn reduction while helping customers unlock the full value of GitLab’s DevSecOps platform.

What you’ll do

• Serve as the primary relationship owner for new GitLab customers throughout their first 12 months, guiding them from onboarding to growth-ready status.
• Support execution of the 90×90 success framework to drive early license utilization, product adoption, and clear value realization in the first 90 days.
• Maintain strategic engagement with key stakeholders to understand business goals, uncover new use cases, and identify whitespace for expansion.
• Qualify and advance expansion opportunities, building a healthy pipeline and partnering closely with Account Executives to progress and close deals.
• Lead commercial conversations for first-year renewals and expansion, including contract negotiations that balance customer needs with GitLab’s business objectives.
• Create and manage Success Plans that link GitLab capabilities to customer outcomes and establish a roadmap for account growth and retention.
• Coordinate cross-functional resources, including Customer Success Engineers and Professional Services, to remove adoption barriers and accelerate time-to-value.
• Develop and maintain accurate revenue forecasts across your book of business, owning monthly and quarterly cadences and proactively flagging at-risk revenue and intervention plans.
• Run value touchpoints and business reviews that demonstrate return on investment, reinforce GitLab’s business value, and position accounts for upsell and long-term partnership.

What you’ll bring

• Experience in customer-facing roles such as customer success management, account management, or similar B2B SaaS positions.
• Ability to manage multiple customer accounts at once with strong prioritization and organizational skills.
• Proven skill in building trusted advisor relationships and driving product adoption toward measurable business outcomes.
• Business and commercial acumen, including positioning solutions, negotiating contracts, and supporting expansion deals.
• Experience creating and maintaining revenue forecasts, identifying at-risk revenue, and communicating performance trends.
• Effective written and verbal communication skills, with a track record of cross-functional collaboration and resource coordination.
• Comfortable working in a metrics-driven environment with clear key performance indicators and accountability.
• Interest in GitLab, DevOps, and the software development lifecycle, with openness to learning and applying transferable skills.

About the team

The Account Manager is part of our Renewal Management organization, where we work closely with Account Executives, Customer Success Engineers, Professional Services, and other field teams to guide customers through their critical first year with GitLab. We focus on predictable activation, strong first-year engagement, and building a healthy expansion pipeline by owning the first 12 months of the customer lifecycle, including the first renewal. Our team collaborates asynchronously across regions, using GitLab and shared playbooks to coordinate handoffs, forecast revenue, and orchestrate the right resources for each account. We are currently focused on scaling the 90×90 success framework, improving forecast accuracy, and reducing churn risk while creating a consistent, value-driven experience for new customers.