Customer Success Architect
You will act as a trusted advisor to customers, translating desired business outcomes into actionable objectives. You will guide platform adoption, onboarding, customer success planning, escalations, and relevant training opportunities. You will also coordinate with Support, Product Management, and other internal stakeholders to address customer questions and needs.
Responsibilities
- Partner with customers to turn desired business outcomes into actionable objectives
- Guide customers on the GitLab platform, best practices, use cases, and future adoption
- Act as the GitLab liaison for customer questions, issues, and escalations
- Own assigned customer accounts and increase adoption, retention, growth, and customer satisfaction
- Stay up to date on GitLab releases
- Provide onboarding activities
- Build Customer Success Plans with customers, establish critical goals and key performance indicators, and help customers achieve them
- Program manage account escalations and provide insights on relevant new features
- Identify and recommend training opportunities with GitLab Services
Requirements
- Understanding of Git and typical branching strategies
- Knowledge of the software development lifecycle and development pipeline
- Understanding of continuous integration, continuous deployment, and DevSecOps
- Prior Customer Success experience or equivalent experience 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
- Verbal, written, organizational, presentation, and communication skills
- Project management experience and skills
- Technical, analytical, and problem-solving skills
- Direct customer advocacy and engagement experience in post-sales or professional services functions
- Fluent German or French
- Ability to travel as needed and comply with the travel policy
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