Customer Success Architect

## About the Role The Customer Success Architect (CSA) is a strategic position at Gitlab, designed to provide unparalleled value to customers by aligning the Gitlab platform with their unique business objectives and driving long-term success. This role is crucial in building strong, consultative relationships with key customers, serving as a trusted advisor to help them navigate complex challenges and achieve their desired outcomes. The CSA works closely with various teams, including Product Management, Engineering, Sales, and Professional Services, to ensure streamlined collaboration and customer satisfaction.

The day-to-day responsibilities of a CSA involve understanding customers' business needs, identifying opportunities for growth, and developing strategies to expand the use of Gitlab's platform. This involves staying up-to-date with industry trends, DevSecOps best practices, and the capabilities of Gitlab's software to provide tailored solutions. The CSA role is also about fostering a culture of continuous knowledge exchange, enabling team members to reach their full potential while collaborating with industry leaders to solve complex problems.

In terms of team context, the CSA is part of the customer success team, which focuses on the themes of align, enable, and expand. This team plays a vital role in ensuring customer satisfaction and driving the long-term success of Gitlab's customers. The reporting structure for this role typically involves working closely with senior customer success managers and other key stakeholders within the organization.

## What You Will Do - Align Gitlab's platform with customers' unique business objectives to drive long-term success - Build and maintain strong, consultative relationships with key customers - Serve as a trusted advisor to help customers navigate complex challenges and achieve desired outcomes - Develop and implement strategies to expand the use of Gitlab's platform - Collaborate with Product Management, Engineering, Sales, and Professional Services to ensure streamlined customer support - Stay updated with industry trends, DevSecOps best practices, and Gitlab's software capabilities - Conduct regular business reviews with customers to ensure satisfaction and identify growth opportunities - Work with the customer success team to align efforts and drive customer success - Participate in continuous knowledge exchange to drive efficiency, innovation, and impact - Use AI as a core productivity multiplier to drive efficiency in daily workflows

## What We Are Looking For - Experience in a customer-facing role, preferably in a similar DevSecOps or software development context - Strong understanding of DevSecOps best practices and industry trends - Ability to align business objectives with technological capabilities - Excellent consultative and relationship-building skills - Experience with AI-driven solutions and their application in software development - Strong analytical and problem-solving skills - Ability to work in a fast-paced environment and adapt to changing priorities - Experience in a remote work setup, with the ability to collaborate effectively with distributed teams - Familiarity with Gitlab's software and its capabilities

## Nice to Have - Experience in a customer success architect role or a similar strategic customer-facing position - Certifications in DevSecOps, Agile, or related fields - Experience with project management tools and methodologies - Knowledge of cloud computing platforms and their integration with DevSecOps tools - Participation in open-source software development communities

## Benefits and Perks - Competitive compensation package - Opportunity to work with a leading DevSecOps platform - Collaborative and dynamic work environment - Professional development opportunities, including training and certifications - Flexible remote work arrangement with a stipend for home office setup - Access to the latest technologies and tools in software development and DevSecOps - Health and wellness programs, including mental health support - Generous PTO policy to ensure work-life balance

- Understand the importance of AI in DevSecOps: Familiarize yourself with how AI can enhance software development and security practices.

• Develop your consultative skills: Practice building strong relationships and understanding customers' unique business needs.
• Stay updated with industry trends: Continuously learn about the latest in DevSecOps, software development, and AI-driven solutions.
• Prepare your portfolio: Showcase your experience in customer-facing roles, especially those related to DevSecOps or software development.
• Emphasize your ability to work remotely: Highlight your experience with collaboration tools and your ability to thrive in a distributed team environment.
• Research Gitlab's culture and values: Understand the company's commitment to innovation, customer satisfaction, and employee growth to show your genuine interest in the role and company.
• Be ready to discuss your strategy for customer success: Prepare examples of how you've driven long-term success for customers in the past and how you plan to do so at Gitlab.