Customer Success Architect

About This RoleAI processing…

Key Responsibilities

• 1
  Partner with customers to turn pre-sales command plans and desired business outcomes into actionable objectives and clear success criteria.
• 2
  Guide customers on effective use of the GitLab platform, including DevSecOps best practices, Git workflows, continuous integration, continuous deployment, and adoption patterns.
• 3
  Own a portfolio of customers and advance adoption, retention, expansion, and overall satisfaction through ongoing strategic and technical engagement.
• 4
  Build and maintain Customer Success Plans that define customer goals, key performance indicators, and progress over time.
• 5
  Act as the primary GitLab liaison for assigned accounts, coordinating questions, issues, and escalations across Customer Service, Product Management, Sales, and Professional Services.
• 6
  Provide hands-on onboarding and technical enablement, including education on new GitLab features, releases, and relevant use cases.
• 7
  Program manage account escalations by clarifying root causes, coordinating follow-up actions, and keeping stakeholders informed.
• 8
  Collaborate with Services and internal partners to identify training, enablement, and maturity opportunities aligned to customer needs.

Requirements

• Working knowledge of continuous integration, continuous deployment, and DevSecOps practices.
• Background in customer success, post-sales, or professional services work focused on adoption, retention, and customer satisfaction.
• Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification.
• If you have a disability or special need that requires accommodation , please let us know during the recruiting process .

Perks & Benefits