Senior Customer Success Architect

Job Description

GitLab is seeking a Senior Customer Success Architect (CSA) to join their team. This role is crucial for providing value to customers by aligning the GitLab platform with their business objectives and ensuring long-term success. The Senior CSA will build relationships with key customers, acting as a trusted advisor and leveraging their knowledge of DevSecOps and GitLab's capabilities.

The Senior CSA team focuses on align, enable, and expand.

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 future adoption.
• Act as the GitLab liaison for questions, issues, or escalations.
• Own a book of assigned customers, focusing on adoption, retention, and satisfaction.
• Provide onboarding activities.
• Build Customer Success Plans and aid customers in achieving goals.
• 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 pipeline.
• Understanding of continuous integration, continuous deployment, DevSecOps.
• Experience in Customer Success or related roles.
• Experience partnering with customers to define and achieve business outcomes.
• Familiarity working with customers of relevant sizes.
• Exceptional communication skills.
• Detailed oriented and analytical.
• Strong team player and self-starter.
• Project management skills.
• Strong technical and problem-solving skills.
• Alignment with GitLab values.
• Ability to travel if needed.

GitLab offers:

• Remote work environment