Customer Success Architect, EMEA

ABOUT THE ROLE The Customer Success Architect (CSA) is a highly strategic position at GitLab, designed to provide unparalleled value to our customers by aligning our platform with their unique business objectives and driving long-term success. As a CSA, you will serve as a trusted advisor, leveraging your deep understanding of DevSecOps best practices, industry trends, and our software capabilities to help customers navigate complex challenges and achieve their desired outcomes. WHAT YOU'LL DO As a Customer Success Architect, you will partner with our customers to define and achieve business outcomes, providing guidance on GitLab platform capabilities, best practices, and use cases. Your responsibilities will include: - Partnering with customers to establish actionable objectives and ensure successful adoption of the GitLab platform - Serving as the GitLab liaison for customer questions, issues, or escalations, working with internal teams as needed - Owning a book of assigned customers, focusing on increasing adoption, ensuring retention and growth, and overall customer satisfaction - Providing immediate onboarding activities and working with customers to build Customer Success Plans - Managing account escalations and providing insights on new features and their applicability to customers - Supporting GitLab Services in identifying and recommending training opportunities WHAT YOU'LL NEED To succeed in this role, you will bring a deep understanding of Git and typical branching strategies, software development lifecycle, and continuous integration, continuous deployment, and DevSecOps. You will have prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention, as well as experience partnering with customers to define and achieve business outcomes. Additionally, you will possess exceptional verbal, written, organizational, presentation, and communications skills, and be detail-oriented and analytical. WHY REMOTE As a remote employee at GitLab, you will have the flexibility to work from anywhere and enjoy a range of benefits that support your health, finances, and well-being, including flexible paid time off, equity compensation, and employee stock options.