Customer Success Architect

About the role

The Customer Success Architect serves as a trusted advisor to key customers, leveraging deep knowledge of DevSecOps to help them achieve business outcomes. This role acts as a liaison between customers and internal teams like Product Management and Engineering to streamline collaboration and drive platform adoption. The architect manages a book of business with a focus on retention, growth, and overall customer satisfaction.

Responsibilities

• Partner with customers to turn desired business outcomes into actionable objectives
• Guide customers on GitLab platform best practices, use cases, and future adoption
• Act as the primary liaison for GitLab questions, issues, and escalations
• Own a book of assigned customers to increase adoption, retention, and satisfaction
• Build and manage Customer Success Plans with critical goals and KPIs
• Provide insights on new feature availability and applicability to customer needs
• Identify and recommend training opportunities in collaboration with GitLab Services

Required skills

• Git
• Software development lifecycle
• DevSecOps
• Continuous integration
• Continuous deployment
• Customer Success
• Project management
• German

Qualifications

• Demonstrated progressive experience in a related function with direct customer advocacy and engagement experience in post-sales or professional services

Benefits

• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation
• Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave

About the Company

GitLab is the intelligent orchestration platform for DevSecOps, enabling organizations to increase developer productivity and improve operational efficiency. The company fosters a high-performance culture driven by values and continuous knowledge exchange.