Customer Success Architect

il y a 8 jours

🏄 California – Remote

Bien que cet emploi soit listé dans California, cette entreprise pourrait être ouverte à l'embauche distante dans d'autres états.

💵 $77 000 - $165 500 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

🏆 Customer Success

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GitLab

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Artificial Intelligence • Enterprise • SaaS

GitLab est une plateforme DevOps complète, proposée sous la forme d’une application unique, qui change en profondeur la manière dont les équipes Développement, Sécurité et Ops collaborent et construisent des logiciels. De l’idée à la production, GitLab aide les équipes à réduire le temps de cycle de plusieurs semaines à quelques minutes, à diminuer les coûts de développement et le time to market, tout en augmentant la productivité des développeurs.

1001 - 5000 employés

Fondée en 2014

🤖 Intelligence artificielle

🏢 Entreprise

☁️ SaaS

💰 Secondary Market en 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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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