Customer Success Architect

ABOUT THE ROLE The Customer Success Architect (CSA) team at GitLab focuses on aligning our platform with customers' unique business objectives and driving long-term success. As a highly strategic position, the CSA will provide unparalleled value to our customers by serving as trusted advisors and leveraging their deep understanding of DevSecOps best practices, industry trends, and our software capabilities. WHAT YOU'LL DO As a Customer Success Architect, you will partner with our customers to turn their desired business outcomes into actionable objectives. You will guide customers in adopting the GitLab platform, best practices, and use cases, and help them navigate complex challenges. Your responsibilities will include: - Partnering with customers to define and achieve business outcomes - Serving as the GitLab liaison for customer questions, issues, or escalations - Owning a book of assigned customers and focusing on increasing adoption, ensuring retention and growth, and overall customer satisfaction - Building Customer Success Plans and establishing critical goals or key performance indicators - Providing insights on the availability and applicability of new features in GitLab - Supporting GitLab Services in identifying and recommending training opportunities - Staying knowledgeable and up-to-date on GitLab releases WHAT YOU'LL NEED To succeed in this role, you will need to bring the following skills and experience: - Understanding of Git and typical branching strategies - Knowledge of software development lifecycle and development pipeline - Understanding of continuous integration, continuous deployment, and DevSecOps - Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention - Experience partnering with customers to define and achieve business outcomes - Familiarity working with customers of sizes relevant to the assigned segment - Exceptional verbal, written, organizational, presentation, and communications skills WHY REMOTE As a remote employee at GitLab, you will have the flexibility to work from anywhere and collaborate with industry leaders to solve complex problems. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential. BENEFITS GitLab offers a comprehensive benefits package, including: - Competitive salary - Flexible schedule - Health plan - Parental leave - Education stipend - Life insurance - Equipment stipend