Customer Success Architect

Описание

As a Customer Success Architect at GitLab, you will act as a strategic advisor to important customers, helping them align the DevSecOps platform with their business goals and achieve long-term outcomes. You will partner with customers to translate pre-sales plans into concrete success plans, guide them through the customer journey, and drive hands-on enablement, adoption, utilization, and maturity.

Responsibilities

• Partner with customers to translate pre-sales command plans and desired business outcomes into actionable objectives and clear success criteria
• Guide customers on how to best use the GitLab platform, including common DevSecOps best practices, Git workflows, CI/CD, and adoption patterns
• Own a book of customers and drive adoption, retention, expansion, and overall satisfaction through ongoing strategic and technical engagement
• Build and maintain Customer Success Plans, define critical goals and key performance indicators, and track progress with customers over time
• Act as the primary GitLab liaison for assigned accounts, coordinating responses to questions, issues, and escalations across Support, Product Management, Sales, and Professional Services
• Provide hands-on technical enablement and onboarding, including education on new GitLab features, releases, and relevant use cases
• Program manage account escalations, ensuring root causes are understood, follow-up actions are owned, and stakeholders are informed
• Collaborate with Services and other internal teams to identify and recommend training, enablement, and maturity opportunities aligned to customer needs

Requirements

• Practical understanding of Git, common branching strategies, and modern software development lifecycles
• Working knowledge of continuous integration, continuous deployment, and DevSecOps practices
• Experience partnering with customers to define business outcomes and translate them into actionable success plans, key goals, and measures
• Background in customer success, post-sales, or professional services roles focused on adoption, retention, and satisfaction
• Ability to manage a portfolio of customers, including handling escalations and coordinating across Support, Product Management, Sales, and Professional Services
• Strong communication, presentation, and organizational skills, with attention to detail and analytical thinking
• Experience planning and managing projects or initiatives in technical environments, including identifying training and enablement needs
• Alignment with GitLab’s values and interest in applying transferable skills from related roles or industries, with flexibility to travel as needed according to company policy

We offer

• Benefits to support 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
• All roles are remote, but some may carry specific location-based eligibility requirements
• GitLab is an equal opportunity workplace and affirmative action employer