Customer Success Architect, NEUR

GitLab is seeking a Customer Success Architect to join their team. The Customer Success Architect (CSA) team focuses on aligning the GitLab platform with customers' unique business objectives and driving long-term success.

The CSA role is a highly strategic position that provides unparalleled value to customers by building strong, consultative relationships with key customers. The ideal candidate will serve as a trusted advisor, leveraging their deep understanding of DevSecOps best practices, industry trends, and GitLab software capabilities.

Responsibilities:

• Partner with customers to turn their desired positive business outcomes into actionable objectives
• Guide customers on using the GitLab platform and its best practices
• 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 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
• Program manage account escalations
• Provide insights on the availability and applicability of new features in GitLab
• Support GitLab Services in identifying and recommending training opportunities

Requirements:

• 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 GitLab's values, and willingness to work in accordance with those values

Benefits:

• Benefits to support health, finances, and well-being
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave