Customer Success Architect

You will act as a trusted technical advisor, helping customers turn desired business outcomes into actionable objectives. You will guide platform adoption and future maturity using GitLab best practices and DevSecOps knowledge. You will own assigned customer relationships, develop Customer Success Plans and KPIs, manage escalations, coordinate with internal stakeholders, deliver onboarding, and identify relevant training and feature opportunities.

Responsibilities

• Partner with customers to turn desired business outcomes into actionable objectives.
• Guide customers using GitLab platform knowledge, best practices, and use cases.
• Guide customers through their adoption journey.
• Act as the GitLab liaison for questions, issues, and escalations.
• Coordinate with Support, Product Management, and other teams as needed.
• Own assigned customer accounts and increase adoption, retention, growth, and customer satisfaction.
• Stay current on GitLab releases.
• Provide onboarding activities.
• Build Customer Success Plans and establish critical goals and key performance indicators.
• Program-manage account escalations and provide relevant feature insights.
• Identify and recommend training opportunities with GitLab Services.

Requirements

• Understand Git and typical branching strategies.
• Know the software development lifecycle and development pipeline.
• Understand continuous integration, continuous deployment, and DevSecOps.
• Have customer success experience or equivalent experience increasing satisfaction, adoption, and retention.
• Have experience partnering with customers to define and achieve business outcomes.
• Be familiar with customers relevant to the assigned segment.
• Have verbal, written, organizational, presentation, and communication skills.
• Have project management skills.
• Have technical, analytical, and problem-solving skills.
• Be able to travel as needed and comply with the company travel policy.
• Have progressive related-function experience with direct customer advocacy and engagement in post-sales or professional services.
• Be fluent in English and Arabic.

Benefits

• Health, financial, and well-being benefits.
• Flexible paid time off.
• Team Member Resource Groups.
• Equity compensation.
• Employee Stock Purchase Plan.
• Parental leave.