Senior Customer Success Architect

You will act as a strategic, consultative advisor to assigned customers. You will translate desired business outcomes into actionable objectives, guide platform adoption and future maturity, develop Customer Success Plans, manage escalations, and coordinate with internal stakeholders. You will provide technical enablement, onboarding, and guidance on DevSecOps practices, GitLab releases, and relevant training opportunities.

Responsibilities

• Partner with customers to turn desired business outcomes into actionable objectives
• Guide customers on the GitLab platform, best practices, and use cases
• Guide customers through their adoption journey
• Act as the liaison for customer questions, issues, and escalations
• Own assigned customer accounts to increase adoption, retention, growth, and satisfaction
• Remain up to date on GitLab releases
• Provide onboarding activities
• Build Customer Success Plans and help customers achieve critical goals and key performance indicators
• Program manage account escalations and provide relevant new-feature insights
• 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
• Experience working with customers relevant to the assigned segment
• Verbal, written, organizational, presentation, and communication skills
• Project management experience and skills
• Technical, analytical, and problem-solving skills
• Progressive experience in a related function with direct post-sales or professional-services customer advocacy and engagement
• Fluent French
• Ability to travel if needed and comply with the travel policy

Benefits

• Health, financial, and well-being benefits
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity compensation
• Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave