Customer Success Architect

November 26

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

💵 $77k - $165.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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GitLab

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Artificial Intelligence • Enterprise • SaaS

GitLab is the most comprehensive AI-powered DevSecOps platform, offering tools for automated software delivery, security, and compliance throughout the software development lifecycle. It provides solutions across areas such as AI-assisted development, continuous integration/continuous deployment (CI/CD), source code management, and vulnerability management. GitLab aims to simplify and accelerate software delivery by uniting development, security, and operations on a unified platform. It is particularly recognized for its AI code assistants and has been named a leader in the Gartner Magic Quadrant™ for DevOps Platforms, making it a preferred choice for many enterprises.

1001 - 5000 employees

Founded 2014

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

💰 Secondary Market on 2020-11

📋 Description

• Partner with customers to translate pre-sales command plans and desired business outcomes into actionable objectives and clear success criteria. • Guide customers on how to best use the GitLab platform, including common DevSecOps best practices, Git workflows, CI/CD, and adoption patterns. • Own a book of customers and drive adoption, retention, expansion, and overall satisfaction through ongoing strategic and technical engagement. • Build and maintain Customer Success Plans, define critical goals and key performance indicators, and track progress with customers over time. • Act as the primary GitLab liaison for assigned accounts, coordinating responses to questions, issues, and escalations across Support, Product Management, Sales, and Professional Services. • Provide hands-on technical enablement and onboarding, including education on new GitLab features, releases, and relevant use cases. • Program manage account escalations, ensuring root causes are understood, follow-up actions are owned, and stakeholders are informed. • Collaborate with Services and other internal teams to identify and recommend training, enablement, and maturity opportunities aligned to customer needs.

🎯 Requirements

• Practical understanding of Git, common branching strategies, and modern software development lifecycles. • Working knowledge of continuous integration, continuous deployment, and DevSecOps practices. • Experience partnering with customers to define business outcomes and translate them into actionable success plans, key goals, and measures. • Background in customer success, post-sales, or professional services roles focused on adoption, retention, and satisfaction. • Ability to manage a portfolio of customers, including handling escalations and coordinating across Support, Product Management, Sales, and Professional Services. • Strong communication, presentation, and organizational skills, with attention to detail and analytical thinking. • Experience planning and managing projects or initiatives in technical environments, including identifying training and enablement needs. • Alignment with GitLab’s values and interest in applying transferable skills from related roles or industries, with flexibility to travel as needed according to company policy.

🏖️ Benefits

• Benefits to support your health, finances, and well-being • Flexible Paid Time Off • Team Member Resource Groups • Equity Compensation & Employee Stock Purchase Plan • Growth and Development Fund • Parental leave • Home office support