At a glance
- Workplace
- Remote
- Location
- Remote · EMEA
About the role
- The Senior Customer Success Architect (CSA) builds consultative relationships with key customers to drive adoption, retention, and growth.
- This role acts as a trusted advisor, leveraging deep knowledge of DevSecOps best practices and the GitLab platform to help customers achieve their business outcomes.
- The CSA serves as a liaison between the customer and internal teams, including Product Management, Engineering, and Sales.
Responsibilities
- Partner with customers to turn pre-sales command plans into actionable objectives.
- Guide customers on platform adoption, best practices, and use cases.
- Act as the primary GitLab liaison for questions, issues, and escalations.
- Own a book of assigned customers to ensure retention, growth, and satisfaction.
- Provide immediate onboarding activities for new customers.
- Build and manage Customer Success Plans with critical goals and KPIs.
- Program manage account escalations.
- Provide insights on the availability and applicability of new GitLab features.
- Identify and recommend training opportunities in collaboration with GitLab Services.
- Remain knowledgeable and up-to-date on all GitLab releases.
Requirements
- Understanding of Git and typical branching strategies.
- Knowledge of software development lifecycle and development pipeline.
- Understanding of continuous integration, continuous deployment, and DevSecOps.
- Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention.
- Experience partnering with customers to define and achieve business outcomes.
- Project management experience and skills.
- Strong technical, analytic, and problem-solving skills.
- Exceptional verbal, written, organizational, presentation, and communications skills.
- Fluent German.
- Demonstrated progressive experience in a related function with direct customer advocacy and engagement experience in post-sales or professional services.
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
Workplace
- Remote role based in EMEA.
- Ability to travel if needed and comply with the company’s travel policy.
Skills
- Git
- DevSecOps
- Continuous Integration
- Continuous Deployment
- Software Development Lifecycle
