Customer Success Architect, EMEA

Job Description

GitLab is seeking a Customer Success Architect (CSA) to join their team. In this role, the CSA will focus on aligning GitLab's platform with customer business objectives and driving long-term success. The CSA will build strong relationships with key customers, serving as a trusted advisor and leveraging their understanding of DevSecOps best practices and GitLab's software capabilities.Responsibilities:

• Partner with customers to turn business outcomes into actionable objectives.
• Guide customers on GitLab platform best practices and use cases.
• Understand the customer journey and guide them on future adoption.
• Act as the GitLab liaison for customer questions, issues, or escalations.
• Own a book of assigned customers, focusing on adoption, retention, growth, and satisfaction.
• Provide immediate onboarding activities.
• Build Customer Success Plans and aid customers in achieving their goals.
• Program manage account escalations.
• Provide insights on new GitLab features.
• Support GitLab Services in identifying training opportunities.

Requirements:

• Understanding of Git and branching strategies.
• Knowledge of software development lifecycle and development pipeline.
• Understanding of continuous integration, continuous deployment, DevSecOps.
• 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 communication skills.
• Detailed oriented and analytical.
• Strong team player but self-starter.
• Project management experience & skills.
• Strong technical, analytic, and problem-solving skills.
• Alignment with GitLab's values.
• Ability to travel if needed.
• Demonstrated progressive experience in a related function.
• Fluent German.

What GitLab Offers:

• Opportunity to work for an open core software company.
• Chance to contribute to a mission-driven organization.
• Remote work environment.
• Focus on AI integration into daily workflows.