Customer Success Architect, NEUR

About the Role

The Customer Success Architect team is a pivotal part of the customer success team, focusing on the themes of align, enable, and expand. You will work closely with the customer success team to ensure that customers are getting the most out of the Gitlab platform and that their needs are being met.

Gitlab is a high-performance culture that values innovation, collaboration, and continuous knowledge exchange. As a Customer Success Architect, you will be expected to embody these values and work closely with the customer success team to drive customer success.

What You Will Do

• Partner with customers to establish actionable objectives and guide them on future adoption
• Know the Gitlab platform, including best practices and use cases, to provide expert guidance to customers
• Understand the customer journey and provide guidance on how to achieve desired outcomes
• Act as the Gitlab liaison for customer questions, issues, or escalations, working with support, product management, and other teams as needed
• Own a book of assigned customers, focusing on increasing adoption, ensuring retention and growth, and overall customer satisfaction
• Remain knowledgeable and up-to-date on Gitlab releases and provide immediate onboarding activities
• Work with assigned customers to build Customer Success Plans, establishing critical goals and key performance indicators
• Program manage account escalations and provide insights on new features and their applicability
• Support Gitlab Services in identifying and recommending training opportunities

What We Are Looking For

• Understanding of Git and typical branching strategies
• Knowledge of software development lifecycle and DevSecOps best practices
• Excellent consultative and relationship-building skills
• Ability to work in a fast-paced, high-performance culture
• Strong understanding of customer needs and ability to provide tailored solutions
• Experience working with customers to drive long-term success
• Familiarity with the Gitlab platform and its capabilities
• Strong communication and project management skills

Nice to Have

• Experience working in a customer-facing role, preferably in a DevSecOps or software development context
• Knowledge of Agile development methodologies and version control systems
• Familiarity with cloud-based technologies and containerization

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a high-performance team and contribute to the company's mission
• Flexible working hours and remote work options
• Professional development opportunities, including training and education programs
• Access to the latest technologies and tools
• Collaborative and dynamic work environment
• Recognition and reward programs for outstanding performance

• Develop a strong understanding of DevSecOps best practices and the Gitlab platform to stand out as a candidate.
• Highlight your experience working with customers to drive long-term success and your ability to build strong relationships.
• Be prepared to provide specific examples of how you have navigated complex customer challenges and achieved desired outcomes.
• Show a willingness to learn and adapt to new technologies and tools, including the Gitlab platform.
• Emphasize your excellent communication and project management skills, as well as your ability to work in a fast-paced, high-performance culture.
• Prepare to discuss your experience with Agile development methodologies and version control systems, and how you can apply this knowledge to the Customer Success Architect role.