Senior Customer Communications Manager

GitLab

Yesterday

Job
Full-time
Senior & Expert Level
Customer Relations
Marketing
California, +2
Remote
Quick Apply

AI generated summary

You need experience in customer communications in a tech environment, strong verbal/written skills, incident management expertise, collaboration ability, attention to detail, and proficiency with communication tools.
You will manage customer communications, draft updates, lead incident responses, collaborate cross-functionally, gather feedback, and track metrics to enhance engagement and clarity.

Requirements

Experience in customer communications, customer success, or a related role within a high-growth SaaS or tech environment.
Exceptional written and verbal communication skills, with the ability to translate technical information into user-friendly content.
Experience with incident management communications and crisis response.
Familiarity with DevOps, or related technologies is advantageous.
Demonstrated ability to work collaboratively across different departments and manage multiple priorities.
Strong attention to detail and the ability to manage projects in a fast-paced environment.
Proficiency with communication platforms and tools such as email marketing software, CRM systems, or in-app messaging platforms.

Responsibilities

Product and Feature Updates: Partner with the Product Marketing team to develop and implement communication plans to keep customers informed about product updates, new features, and enhancements. Ensure messaging is clear, relevant, and accessible to different customer segments.
Incident Communications: Lead global customer communications during service interruptions, outages, or other critical incidents, recognizing that incidents may occur outside of normal work hours. Collaborate closely with internal teams to ensure real-time updates and post-incident summaries are delivered effectively, regardless of time zone.
Customer Engagement: Collaborate with the Customer Success, Marketing, and Legal teams to distribute customer newsletters, updates, and engagement materials, tailored to different customer journeys and segments.
Content Creation: Draft, review, and edit customer-facing communications, including emails, in-app messages, blog posts, and knowledge base articles, ensuring alignment with GitLab’s tone and style.
Feedback and Continuous Improvement: Regularly gather feedback from customers and internal stakeholders to refine communication strategies and ensure relevance and clarity.
Cross-Functional Alignment: Serve as a key liaison between customer-facing teams and internal departments (including Product, Marketing, Engineering, and Legal) to ensure all customer communications are accurate, timely, and aligned with the latest product and service developments.
Crisis Management: Execute established communication plans for potential service disruptions or crises, owning customer communications. Maintain and utilize playbooks for incident communication to ensure rapid deployment when needed.
Metrics and Performance: Track the effectiveness of communication efforts using key metrics such as open rates, engagement levels, and customer feedback. Present insights and recommendations to improve future communication strategies.

FAQs

Is this position fully remote?

Yes, this role is fully remote, allowing for an asynchronous work environment.

What kind of background should applicants have?

Applicants should have experience in customer communications, customer success, or a related role within a high-growth SaaS or tech environment.

Are there opportunities for professional development?

Yes, GitLab provides a growth and development budget to support professional development.

What are the key responsibilities of the Senior Customer Communications Manager?

Key responsibilities include managing product and feature updates, leading incident communications, collaborating on customer engagement materials, and tracking communication effectiveness.

How does GitLab ensure diverse hiring?

GitLab encourages applicants from underrepresented groups and emphasizes that many successful candidates do not meet every single requirement, allowing recruiters to assess all applications.

What benefits are offered to employees?

Benefits include health and wellness support, unlimited PTO, equity compensation, parental leave, and home office support, among others.

What is the salary range for this position?

The salary range for this role is currently $94,100 to $201,600 USD, depending on various factors such as experience and location.

What tools and platforms will I be using in this role?

You will work with communication platforms and tools such as email marketing software, CRM systems, and in-app messaging platforms.

Will there be a focus on crisis management in this role?

Yes, crisis management is a critical component, including executing communication plans for potential service disruptions or crises.

What is the culture like at GitLab?

GitLab's culture is rooted in its mission to enable contributions and co-creation in software development, emphasizing transparency, collaboration, and alignment with company values.

GitLab

Build software faster. The DevSecOps Platform enables your entire org to collaborate around your code. We're hiring.

Technology

Industry

1001-5000

Employees

2014

Founded Year

Mission & Purpose

GitLab is a complete DevOps platform, delivered as a single application, fundamentally changing the way Development, Security, and Ops teams collaborate and build software. From idea to production, GitLab helps teams improve cycle time from weeks to minutes, reduce development costs and time to market while increasing developer productivity. We're the world's largest all-remote company with team members located in more than 65 countries. As part of the GitLab team, you can work from anywhere with good internet. You'll have the freedom to contribute when and where you do your best work.