Customer Success Architect, NEUR

ABOUT THE ROLE The Customer Success Architect (CSA) team at GitLab focuses on aligning our platform with the unique business objectives of our customers, driving long-term success, and serving as trusted advisors. As a pivotal member of our customer success team, you will build strong, consultative relationships with key customers, leveraging your deep understanding of DevSecOps best practices, industry trends, and our software capabilities to help them navigate complex challenges and achieve their desired outcomes. WHAT YOU'LL DO As a Customer Success Architect, you will partner with customers to define and achieve business outcomes, guide them on future adoption, and act as the GitLab liaison for GitLab questions, issues, or escalations. You will own a book of assigned customers, focusing on increasing adoption, ensuring retention and growth, and overall customer satisfaction. Your responsibilities will include: - Partnering with customers to turn desired business outcomes into actionable objectives - Guiding customers on the GitLab platform, best practices, and use cases - Understanding the customer journey and guiding customers on future adoption - Acting as the GitLab liaison for GitLab questions, issues, or escalations - Owning a book of assigned customers and focusing on increasing adoption, retention, and growth - Remaining knowledgeable and up-to-date on GitLab releases - Providing immediate onboarding activities and building Customer Success Plans - Program managing account escalations and providing insights on new features in GitLab WHAT YOU'LL NEED To succeed in this role, you will need: - 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 - Detailed oriented and analytical with strong team player and self-starter skills - Project management experience and skills - Strong technical, analytic, and problem-solving skills - Alignment with our values and willingness to work in accordance with those values - Ability to travel if needed and comply with the company's travel policy - Demonstrated progressive experience in a related function with direct customer advocacy and engagement experience in post-sales or professional services functions WHY REMOTE As a remote employee, you will have the flexibility to work from anywhere and be part of a high-performance culture driven by our values and continuous knowledge exchange. You will collaborate with industry leaders to solve complex problems and reach your full potential. BENEFITS - Benefits to support your health, finances, and well-being - Flexible Paid Time Off - Team Member Resource Groups - Equity Compensation & Employee Stock Purchase Plan