Chenje Katanda
Customer Success Leader
About
Strategic Customer Success leader with 7+ years of experience driving enterprise customer outcomes in the developer tools industry. Demonstrated expertise in leveraging data-driven insights to accelerate customer adoption, maximize retention, and expand revenue through consultative account management. Proven track record of building and leading high-performing remote teams while developing effective customer success strategies for enterprise DevOps solutions.
Experience
Senior Customer Success Manager
Apr 2024 - PresentSentry (sentry.io) · Netherlands
Manager, Customer Success Managers (Enterprise, North Europe)
May 2023 - Apr 2024GitLab · Netherlands · Remote
Led a customer success team serving enterprise clients across Northern Europe, driving business value and achieving client objectives. Developed team members through structured mentorship and strategic direction, enabling them to map comprehensive customer journeys and accelerate GitLab adoption, resulting in higher client satisfaction and expanded platform usage.
Senior Strategic Customer Success Manager, EMEA
Aug 2022 - Jul 2023GitLab · Netherlands · Remote
Leveraged product usage analytics to develop data-driven customer success strategies, contributing to portfolio growth from €2.3M to €6M in annual recurring revenue. Led strategic customer discovery sessions to align product capabilities with business objectives, resulting in successful renewals and account expansions while managing end-to-end onboarding processes to ensure seamless implementation and adoption.
Enterprise Technical Account Manager, EMEA
Jan 2020 - Aug 2022GitLab · Netherlands · Remote
Served as strategic advisor to enterprise customers, driving comprehensive DevOps platform strategy adoption, successfully reducing toolchain fragmentation and doubling product utilization from 2/10 to 5/10 GitLab stages across my book of business. Orchestrated cross-functional implementation initiatives that accelerated customer time-to-value and maintained high retention through expanded product adoption across the DevOps lifecycle.
Support Engineer
Apr 2018 - Jan 2020GitLab · Harare, Zimbabwe · Remote
Delivered emergency support through rotational on-call coverage, successfully triaging and resolving critical issues for customers ranging from local development teams to global enterprises. Strengthened product development through direct customer feedback channels and led the creation of a new technical interview framework, improving the team's technical assessment capabilities.
Junior Support Engineer
May 2017 - Apr 2018GitLab · Remote
Provided technical support across GitLab's self-managed and online platforms through multiple channels including Zendesk, merge requests, and video consultations, ensuring timely issue resolution. Enhanced product documentation based on direct customer feedback while collaborating with cross-functional teams to streamline support processes and improve user experience.