Customer Success Architect
GitLab is an AI-powered DevSecOps platform that unifies the entire software development lifecycle into a single application. It helps development, security, and operations teams to collaborate and deliver software more efficiently, with security integrated at every step. The platform is trusted by millions of users and a majority of the Fortune 100.
About GitLab Inc.
GitLab is a comprehensive, AI-powered DevSecOps platform that streamlines the entire software delivery process by unifying the development lifecycle into a single application. It integrates source code management, CI/CD, security, and monitoring to help teams build, secure, and operate software more efficiently. Key features include automated security scans built into the development pipeline and AI-driven tools like GitLab Duo for code suggestions and chat, which enhance developer productivity. GitLab serves a diverse client base, from startups and open-source projects to large enterprises, including over half of the Fortune 100. The platform aims to reduce complexity, accelerate delivery cycles, and strengthen security and compliance for its users.
Skills
About the Role
You will act as a trusted advisor to customers, translating desired business outcomes into actionable objectives. You will guide platform adoption, onboarding, customer success planning, escalations, and relevant training opportunities. You will also coordinate with Support, Product Management, and other internal stakeholders to address customer questions and needs.
Requirements
- Understanding of Git and typical branching strategies
- Knowledge of the software development lifecycle and development pipeline
- Understanding of continuous integration, continuous deployment, and DevSecOps
- Prior Customer Success experience or equivalent experience 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
- Verbal, written, organizational, presentation, and communication skills
- Project management experience and skills
- Technical, analytical, and problem-solving skills
- Direct customer advocacy and engagement experience in post-sales or professional services functions
- Fluent German or French
- Ability to travel as needed and comply with the travel policy
Responsibilities
- Partner with customers to turn desired business outcomes into actionable objectives
- Guide customers on the GitLab platform, best practices, use cases, and future adoption
- Act as the GitLab liaison for customer questions, issues, and escalations
- Own assigned customer accounts and increase adoption, retention, growth, and customer satisfaction
- Stay up to date on GitLab releases
- Provide onboarding activities
- Build Customer Success Plans with customers, establish critical goals and key performance indicators, and help customers achieve them
- Program manage account escalations and provide insights on relevant new features
- Identify and recommend training opportunities with GitLab Services
Benefits
- Benefits to support 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