Customer Success Architect

An overview of this role

The Customer Success Architect (CSA) team focuses on the themes of align, enable, and expand. The CSA is a highly strategic position designed to provide unparalleled value to our customers by aligning our platform with their unique business objectives and driving long-term success. The CSA role is a pivotal addition to our customer success team, focusing on building strong, consultative relationships with our key customers. Our CSAs will serve as trusted advisors, leveraging their deep understanding of DevSecOps best practices, industry trends, and our software capabilities to help customers navigate complex challenges and achieve their desired outcomes. Additionally, our team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others.

What You’ll Do

• Partner with customers to translate pre-sales command plan objectives into actionable goals that achieve desired business outcomes.
• Leverage deep knowledge of the GitLab platform, common best practices, and use cases to guide customers.
• Understand the customer journey and guide them on future adoption.
• Act as the GitLab liaison for customer questions, issues, or escalations, working with GitLab Support, Product Management, or other teams as needed.
• 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, establishing critical goals or other key performance indicators and aid the customer in achieving them.
• Program manage account escalations.
• Provide insights regarding the availability and applicability of new features in GitLab.
• Support GitLab Services in identifying and recommending training opportunities.

What You’ll Bring

• Understanding of Git and typical branching strategies.
• Knowledge of the 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 relevant sizes for the assigned segment.
• Exceptional verbal, written, organizational, presentation, and communication skills.
• Detail-oriented and analytical; a strong team player but also a self-starter.
• Project management experience and skills.
• Strong technical, analytic, and problem-solving skills.
• Alignment with GitLab's values and willingness to work in accordance with them.
• 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 in English and Arabic.

About the team

The Customer Success Architect (CSA) team focuses on hands-on technical enablement, adoption, utilization, and maturity while maintaining strong customer relationships and business alignment.

How GitLab Supports Full-Time Employees

• Benefits to support your 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

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single qualification. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

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GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.