Senior 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 strategic, consultative advisor to assigned customers. You will translate desired business outcomes into actionable objectives, guide platform adoption and future maturity, develop Customer Success Plans, manage escalations, and coordinate with internal stakeholders. You will provide technical enablement, onboarding, and guidance on DevSecOps practices, GitLab releases, and relevant training opportunities.
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
- Experience working with customers relevant to the assigned segment
- Verbal, written, organizational, presentation, and communication skills
- Project management experience and skills
- Technical, analytical, and problem-solving skills
- Progressive experience in a related function with direct post-sales or professional-services customer advocacy and engagement
- Fluent French
- Ability to travel if 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, and use cases
- Guide customers through their adoption journey
- Act as the liaison for customer questions, issues, and escalations
- Own assigned customer accounts to increase adoption, retention, growth, and satisfaction
- Remain up to date on GitLab releases
- Provide onboarding activities
- Build Customer Success Plans and help customers achieve critical goals and key performance indicators
- Program manage account escalations and provide relevant new-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
- Growth and Development Fund
- Parental Leave
