Customer Success Architect

🔥 5 minutes ago

🇺🇸 United States – Remote

💵 $93.6k - $158.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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GitLab

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2014

💼 Consulting

📣 Marketing

🤖 Artificial Intelligence

💰 Secondary Market on 2020-11

Consulting • Marketing • Artificial Intelligence

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.

📋 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 • Report into a Senior Manager within the North America Customer Success organization • Coordinate across time zones in an all-remote, asynchronous team

🎯 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 • 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 • Incentive pay targeted at up to 100% of the offered base salary for eligible sales roles

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