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 technical advisor, helping customers turn desired business outcomes into actionable objectives. You will guide platform adoption and future maturity using GitLab best practices and DevSecOps knowledge. You will own assigned customer relationships, develop Customer Success Plans and KPIs, manage escalations, coordinate with internal stakeholders, deliver onboarding, and identify relevant training and feature opportunities.
Requirements
- Understand Git and typical branching strategies.
- Know the software development lifecycle and development pipeline.
- Understand continuous integration, continuous deployment, and DevSecOps.
- Have customer success experience or equivalent experience increasing satisfaction, adoption, and retention.
- Have experience partnering with customers to define and achieve business outcomes.
- Be familiar with customers relevant to the assigned segment.
- Have verbal, written, organizational, presentation, and communication skills.
- Have project management skills.
- Have technical, analytical, and problem-solving skills.
- Be able to travel as needed and comply with the company travel policy.
- Have progressive related-function experience with direct customer advocacy and engagement in post-sales or professional services.
- Be fluent in English and Arabic.
Responsibilities
- Partner with customers to turn desired business outcomes into actionable objectives.
- Guide customers using GitLab platform knowledge, best practices, and use cases.
- Guide customers through their adoption journey.
- Act as the GitLab liaison for questions, issues, and escalations.
- Coordinate with Support, Product Management, and other teams as needed.
- Own assigned customer accounts and increase adoption, retention, growth, and customer satisfaction.
- Stay current on GitLab releases.
- Provide onboarding activities.
- Build Customer Success Plans and establish critical goals and key performance indicators.
- Program-manage account escalations and provide relevant feature insights.
- Identify and recommend training opportunities with GitLab Services.
Benefits
- Health, financial, and well-being benefits.
- Flexible paid time off.
- Team Member Resource Groups.
- Equity compensation.
- Employee Stock Purchase Plan.
- Parental leave.