Customer Success Architect, CEUR

GitLab is seeking a Customer Success Architect to join their team in a remote role based in Germany.

The Customer Success Architect (CSA) role is a pivotal addition to the customer success team, focusing on building strong, consultative relationships with key customers. The CSA will serve as a trusted advisor, leveraging their deep understanding of DevSecOps best practices, industry trends, and GitLab software capabilities to help customers navigate complex challenges and achieve their desired outcomes.

Responsibilities:

• Partner with customers to turn their desired positive 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 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 new feature availability and applicability
• 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 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 is required with direct customer advocacy and engagement experience in post-sales or professional services functions
• Fluent German

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