Customer Success Architect

About the Role

The role entails working closely with customers to understand their business goals and develop strategies to achieve them. You will be responsible for guiding customers on effective use of the GitLab platform, including DevSecOps best practices, Git workflows, continuous integration, and continuous deployment. You will also build and maintain Customer Success Plans that define customer goals, key performance indicators, and progress over time.

What You Will Do

• Partner with customers to turn pre-sales command plans and desired business outcomes into actionable objectives and clear success criteria.
• Guide customers on effective use of the GitLab platform, including DevSecOps best practices, Git workflows, continuous integration, continuous deployment, and adoption patterns.
• Own a portfolio of customers and advance adoption, retention, expansion, and overall satisfaction through ongoing strategic and technical engagement.
• Build and maintain Customer Success Plans that define customer goals, key performance indicators, and progress over time.
• Act as the primary GitLab liaison for assigned accounts, coordinating questions, issues, and escalations across Customer Service, Product Management, Sales, and Professional Services.
• Provide hands-on onboarding and technical enablement, including education on new GitLab features, releases, and relevant use cases.
• Program manage account escalations by clarifying root causes, coordinating follow-up actions, and keeping stakeholders informed.
• Collaborate with cross-functional teams to develop and implement customer success strategies.
• Develop and deliver customer-facing presentations and materials to promote GitLab's products and services.
• Identify and mitigate potential risks to customer satisfaction and retention.

What We Are Looking For

• 5+ years of experience in customer success, technical enablement, or a related field.
• Strong understanding of DevSecOps practices and experience working with cross-functional teams.
• Experience with Git workflows, continuous integration, and continuous deployment.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Strong problem-solving and analytical skills, with the ability to identify and mitigate potential risks.
• Experience with customer success platforms and tools, such as Gainsight or Totango.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Strong business acumen and understanding of customer needs and motivations.

Nice to Have

• Experience working with Agile development methodologies.
• Knowledge of cloud-based technologies, such as AWS or Azure.
• Experience with customer success metrics and analytics.
• Certification in customer success or a related field.

Benefits and Perks

• Competitive salary and benefits package.
• Opportunity to work with a leading DevSecOps platform and a talented team of professionals.
• Flexible working hours and remote work options.
• Professional development opportunities, including training and certification programs.
• Access to the latest technologies and tools.
• Recognition and reward programs for outstanding performance.

• Be prepared to showcase your technical expertise and ability to drive customer success.
• Highlight your experience working with cross-functional teams and developing customer success strategies.
• Emphasize your strong communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Showcase your problem-solving and analytical skills, with the ability to identify and mitigate potential risks.
• Be prepared to discuss your experience with customer success platforms and tools, such as Gainsight or Totango.
• Research the company and the role, and be prepared to ask informed questions during the interview process.
• Be prepared to provide specific examples of your experience and skills, and to explain how they align with the requirements of the role.