Customer Success Architect : GitLab

Job Description

The Customer Success Architect (CSA) is a highly strategic position designed to provide unparalleled value to our customers by aligning our platform with their unique business objectives and driving long-term success.The CSA role is a pivotal addition to our customer success team, focusing on building strong, consultative relationships with our key customers.

Our CSAs will serve as trusted advisors, leveraging their deep understanding of DevSecOps best practices, industry trends and our software capabilities to help customers navigate complex challenges and achieve their desired outcomes.

The Customer Success Architect (CSA) team focuses on hands-on technical enablement, adoption, utilization and maturity – while maintaining strong customer relationships and business alignment.

Responsibilities

Partner with our customers in taking what was established in the pre-sales command plan, and turning the customers desired positive business outcomes into actionable objectives

Know the GitLab platform, our more common best practices, and use cases in order to guide the customer

Understand the customer journey and be able to guide them on future adoption

Act as the GitLab liaison for GitLab questions, issues, or escalations. Work with GitLab Support, Product Management (i.e., roadmaps), or other teams as needed

Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction

Remain knowledgeable and up-to-date on GitLab releases

Provide immediate onboarding activities

Work with assigned customers to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals

Program manage account escalations

Provide insights with respect to the availability and applicability of new features in GitLab as relevant

Support GitLab Services in identifying and recommending training opportunities

Requirements

Understanding of Git and typical branching strategies

Knowledge of software development lifecycle and development pipeline

Understanding of continuous integration, continuous deployment, DevSecOps

Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention

Experience partnering with customers to define and achieve business outcomes

Familiarity working with customers of sizes relevant to the assigned segment

Exceptional verbal, written, organizational, presentation, and communications skills

Detailed oriented and analytical

Strong team player but self-starter

Project management experience & skills

Strong technical, analytic, and problem-solving skills

Alignment with our values, and willingness to work in accordance with those values

Ability to travel if needed and comply with the company’s travel policy

Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions

Fluent German

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.