Senior Customer Success Architect, France

About the Role

The GitLab Customer Success team is driven by the principles of align, enable, and expand. The team's primary objective is to ensure that customers achieve their desired outcomes by leveraging the GitLab platform and DevSecOps best practices. With a strong focus on customer satisfaction and long-term success, this role requires a deep understanding of the customer journey and the ability to guide customers in their future adoption of the GitLab platform.

What You Will Do

• Partner with key customers to turn their desired positive business outcomes into actionable objectives
• Guide customers on the GitLab platform, its best practices, and use cases to achieve their goals
• Understand the customer journey and provide guidance on future adoption
• 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
• Experience in a similar Customer Success or consulting role, preferably in the DevSecOps or software development industry
• Strong communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
• Ability to understand customer needs and develop solutions to address them
• Experience with project management and program management
• Knowledge of industry trends and the ability to apply them to customer challenges

Nice to Have

• Experience with the GitLab platform and its ecosystem
• Familiarity with DevSecOps tools and technologies
• Certification in DevSecOps or a related field
• Experience working in a fast-paced, dynamic environment
• Knowledge of multiple programming languages

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a fast-growing, innovative company
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Flexible working hours and remote work options
• Access to the latest technologies and tools
• Recognition and reward for outstanding performance

• When applying, make sure to highlight your understanding of DevSecOps best practices and industry trends, and how you can apply them to drive customer success.
• Showcase your ability to build strong, consultative relationships with customers and internal stakeholders.
• Be prepared to discuss your experience with project management and program management, and how you can apply these skills to manage customer success plans and escalations.
• Familiarize yourself with the GitLab platform and its ecosystem, and be ready to discuss how you can leverage this knowledge to drive customer satisfaction.
• Demonstrate your ability to work in a fast-paced, dynamic environment, and your willingness to continuously learn and adapt to new technologies and trends.
• Prepare examples of your experience with customer success metrics and key performance indicators, and how you can use data to inform your decision-making and drive customer success.