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Customer Success Architect

8 minutes ago
North America, United States
Full-time
Mid Level
Customer Success
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 191

Description

  • Partner with customers to turn pre-sales plans and desired outcomes into actionable objectives and success criteria.
  • Guide customers on effective use of the GitLab platform, including DevSecOps best practices, Git workflows, CI/CD, and adoption patterns.
  • Own a portfolio of customers and drive adoption, retention, expansion, and satisfaction through ongoing engagement.
  • Build and maintain Customer Success Plans with customer goals, KPIs, and progress tracking.
  • Act as the primary GitLab liaison for assigned accounts and coordinate questions, issues, and escalations across internal teams.
  • Provide hands-on onboarding and technical enablement, including education on new features, releases, and use cases.
  • Program manage account escalations by identifying root causes, coordinating follow-up actions, and keeping stakeholders informed.
  • Collaborate with Services and other internal partners to identify training, enablement, and maturity opportunities.
  • Work across Product Management, Engineering, Sales, Professional Services, and Customer Service to resolve technical and organizational complexity.

Requirements

  • Practical understanding of Git, common branching strategies, and modern software development lifecycles.
  • Working knowledge of continuous integration, continuous deployment, and DevSecOps practices.
  • Experience partnering with customers to define business outcomes and translate them into success plans, goals, and measures.
  • Background in customer success, post-sales, or professional services work focused on adoption, retention, and customer satisfaction.
  • Ability to manage a portfolio of customers and coordinate across Customer Service, Product Management, Sales, and Professional Services.
  • Skill in handling escalations in technical environments with clear communication and structured follow-through.
  • Strong communication, presentation, and organization skills, with attention to detail and analytical thinking.
  • Ability to apply transferable skills from related roles or industries to customer-facing technical adoption and success planning work.
  • Candidates with varying levels of experience are encouraged to apply, even if they do not meet every requirement.
  • All roles are remote, though some may have location-based eligibility requirements.

Benefits

  • United States base salary range of $93,600 to $158,400 USD.
  • Sales roles are eligible for incentive pay targeted at up to 100% of the offered base salary.
  • Flexible Paid Time Off.
  • Equity compensation and an Employee Stock Purchase Plan.
  • Growth and Development Fund.
  • Parental leave.
  • Home office support.
  • Benefits to support health, finances, and well-being.

Interested in this position?

Apply directly on the company website

Apply Now

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