Customer Success Architect
GitLab
Job Overview
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Job Description
Overview of the Customer Success Architect Role at GitLab
The Customer Success Architect (CSA) team at GitLab focuses on aligning, enabling, and expanding customer success. This highly strategic position provides unparalleled value by aligning GitLab's intelligent orchestration platform with customers' unique business objectives, driving long-term success in DevSecOps.
CSAs are pivotal additions to our customer success team, building strong, consultative relationships with key customers. They serve as trusted advisors, leveraging deep understanding of DevSecOps best practices, industry trends, and GitLab's software capabilities to help customers navigate complex challenges and achieve desired outcomes. Our team also acts as a liaison between the customer and the broader GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and other teams.
What You’ll Do as a Customer Success Architect
- Partner with customers to transform pre-sales command plan objectives into actionable positive business outcomes.
- Demonstrate expert knowledge of the GitLab platform, common best practices, and use cases to guide customer adoption.
- Understand the customer journey and provide guidance for future platform adoption and maturity.
- Act as the primary GitLab liaison for customer questions, issues, or escalations, collaborating with Support, Product Management (e.g., roadmaps), and other teams.
- Manage an assigned book of customers, focusing on increasing adoption, ensuring retention, driving growth, and maximizing overall customer satisfaction.
- Stay current with all GitLab releases and features.
- Provide immediate onboarding activities for new customers.
- Work with assigned customers to build comprehensive Customer Success Plans, establishing critical goals and Key Performance Indicators (KPIs), and supporting their achievement.
- Program manage account escalations efficiently.
- Offer insights regarding the availability and applicability of new GitLab features to customers.
- Support GitLab Services in identifying and recommending relevant training opportunities.
What You’ll Bring
- Strong understanding of Git and typical branching strategies.
- Knowledge of the software development lifecycle and development pipeline.
- Understanding of continuous integration, continuous deployment, and DevSecOps principles.
- Prior experience in Customer Success or an equivalent background demonstrating increased satisfaction, adoption, and retention.
- Experience partnering with customers to define and achieve specific business outcomes.
- Familiarity working with customers of various sizes relevant to the assigned segment.
- Exceptional verbal, written, organizational, presentation, and communications skills.
- Detail-oriented and analytical mindset.
- Strong team player with a self-starter attitude.
- Proven project management experience and skills.
- Strong technical, analytic, and problem-solving abilities.
- Alignment with GitLab's values and a willingness to work in accordance with them.
- Ability to travel if required and comply with company travel policy.
- Demonstrated progressive experience in a related function, with direct customer advocacy and engagement in post-sales or professional services.
About The Team
The Customer Success Architect (CSA) team focuses on hands-on technical enablement, adoption, utilization, and maturity, while maintaining strong customer relationships and business alignment across the EMEA region.
How GitLab Will Support You
- Comprehensive benefits supporting 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.
Key skills/competency
- DevSecOps
- Continuous Integration
- Continuous Deployment
- Customer Success
- Git & Branching Strategies
- Software Development Lifecycle
- Customer Relationship Management
- Technical Enablement
- Project Management
- Problem-Solving
How to Get Hired at GitLab
- Understand GitLab's culture and values: Study their CREDIT values (Collaboration, Results, Efficiency, Diversity, Inclusion & Belonging, Iteration, Transparency) and remote-first philosophy on their website and Handbook.
- Showcase DevSecOps expertise: Highlight projects or experiences demonstrating your knowledge of Git, CI/CD, and DevSecOps best practices on your resume.
- Tailor your resume for Customer Success: Emphasize your ability to build strong customer relationships, drive adoption, and achieve business outcomes in a technical context.
- Prepare for a behavioral and technical interview: Be ready to discuss how you've guided customers through complex technical challenges and align with GitLab's all-remote, asynchronous work model.
- Demonstrate passion for GitLab's platform: Research recent releases and key features, showing how you envision helping customers leverage them effectively.
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