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Customer Success Architect

3 hours, 36 minutes ago
United States
Full-time
Mid Level
Customer Success Manager
Project and Program Management
CI/CD DevSecOps Git GitLab
Apply Now
GitLab

GitLab

GitLab: The comprehensive DevOps platform revolutionizing software development with automation, AI workflows, and essential tools for efficient collaboration.

Internet Software & Services
1K-5K
Founded 2014
View All Jobs 39

Description

  • Translate pre-sales command plans and business outcomes into actionable objectives and success criteria.
  • Advise customers on Git workflows, software development lifecycles, CI/CD, DevSecOps practices, and GitLab adoption patterns.
  • Own a portfolio of customers and drive adoption, utilization, retention, expansion, and satisfaction.
  • Build and maintain Customer Success Plans, goals, KPIs, and progress tracking.
  • Serve as the primary liaison for customer questions, issues, and escalations.
  • Provide technical onboarding and enablement on GitLab features, releases, and use cases.
  • Program-manage escalations by identifying root causes, assigning follow-up actions, and keeping stakeholders informed.
  • Coordinate with Support, Product Management, Sales, Engineering, Professional Services, and Services teams on customer needs and maturity opportunities.

Requirements

  • Practical understanding of Git, branching strategies, and modern software development lifecycles.
  • Working knowledge of CI, CD, and DevSecOps practices.
  • Experience translating customer business outcomes into success plans, goals, and measurable outcomes.
  • Background in customer success, post-sales, or professional services focused on adoption, retention, and satisfaction.
  • Experience managing a customer portfolio and coordinating cross-functional responses to escalations.
  • Strong communication, presentation, organizational, analytical, and detail-oriented skills.
  • Experience planning and managing projects or initiatives in technical environments.
  • Ability to identify customer training and enablement needs.
  • Alignment with GitLab’s values and willingness to apply transferable experience from related roles or industries.
  • Flexibility to travel as needed under company policy.

Benefits

  • All-remote, asynchronous work environment.
  • Benefits supporting health, finances, and well-being.
  • Flexible paid time off.
  • Equity compensation and employee stock purchase plan.
  • Growth and Development Fund.
  • Parental leave.
  • Team Member Resource Groups.

Interested in this position?

Apply directly on the company website

Apply Now

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