Senior Customer Success Architect
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Job Description
Customer Success Architect guiding Austria and Germany customers through GitLab adoption, retention, and growth. Translating DevSecOps goals into actionable success plans and outcomes.
Responsibilities:
- Partner with customers to turn pre-sales command plans and desired business outcomes into actionable objectives
- Guide customers using knowledge of the GitLab platform, best practices, and use cases
- Understand customer journeys and guide future adoption
- Act as the GitLab liaison for customer questions, issues, and escalations
- Collaborate with Support, Product Management, Engineering, Sales, Professional Services, and other teams
- Own an assigned book of customers, focusing on adoption, retention, growth, and customer satisfaction
- Stay current on GitLab releases
- Provide immediate onboarding activities
- Build Customer Success Plans with critical goals and key performance indicators
- Program manage account escalations
- Provide insights on the availability and applicability of new GitLab features
- 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, and 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
- Detail-oriented and analytical
- Strong team player and self-starter
- Project management experience and skills
- Strong technical, analytical, 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
- Ability to incorporate AI into daily workflows
Benefits:
- 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
- Full-time employee support programs
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