Senior Customer Success Architect, CEUR
Level inferred from job title
Job description
Customer Success Architect (CSA) role on GitLab's customer success team, acting as a trusted technical advisor to key customers to drive adoption, retention, growth and satisfaction. The CSA turns customers' desired business outcomes into actionable objectives and serves as liaison between customers and the GitLab ecosystem.
At a glance
- Employment
- Full-time
- Work mode
- Remote
- Languages
- German – fluent
What you'll do
- Partner with customers in taking what was established in the pre-sales command plan and turning the customers desired positive business outcomes into actionable objectives
- Know the GitLab platform, common best practices, and use cases in order to guide the customer
- Understand the customer journey and guide them on future adoption
- Act as the GitLab liaison for GitLab questions, issues, or escalations, working with GitLab Support, Product Management (i.e., roadmaps), or other teams as needed
- Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction
- Remain knowledgeable and up-to-date on GitLab releases
- Provide immediate onboarding activities
- Work with assigned customers to build Customer Success Plans, establishing critical goals or other key performance indicators and aid the customer in achieving their goals
- Program manage account escalations
- Provide insights with respect to the availability and applicability of new features in GitLab as relevant
- Support GitLab Services in identifying and recommending training opportunities
What we're looking for
- Understanding of Git and typical branching strategies
- Knowledge of software development lifecycle and development pipeline
- Understanding of continuous integration, continuous deployment, 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
- Strong team player but self-starter
- Project management experience & 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
- Fluent German
Your team
Customer Success Architect (CSA) team
Focuses on hands-on technical enablement, adoption, utilization and maturity - while maintaining strong customer relationships and business alignment.
Benefits
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental Leave
Apply
Direct apply at GitLab
Opens the job posting at GitLab
About GitLab
The intelligent orchestration platform for DevSecOps
GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100 trust GitLab to ship better, more secure software faster.
Key facts
- DevSecOps software
- More than 50 million registered users
- More than 50% of the Fortune 100 trust GitLab
- All roles are remote
- GitLab hires new team members in countries around the world