Customer Success Architect, EMEA

GitLab is an open-core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating human progress. Our platform unites teams and organizations, breaking down barriers and redefining what's possible in software development. Thanks to products like Duo Enterprise and Duo Agent Platform, customers get AI benefits at every stage of the SDLC.

The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.

An overview of this role

The Customer Success Architect (CSA) team focuses on the themes of align, enable, and expand. The Customer Success Architect (CSA) is a highly strategic position designed to provide unparalleled value to our customers by aligning our platform with their unique business objectives and driving long-term success.

The CSA role is a pivotal addition to our customer success team, focusing on building strong, consultative relationships with our key customers. Our CSAs will serve as trusted advisors, leveraging their deep understanding of DevSecOps best practices, industry trends and our software capabilities to help customers navigate complex challenges and achieve their desired outcomes.

Additionally, our team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others. CSM handbook.

What You’ll Do

• Partner with our customers in taking what was established in the pre-sales command plan, and turning the customers desired positive business outcomes into actionable objectives

• Know the GitLab platform, our more common best practices, and use cases in order to guide the customer

• Understand the customer journey and be able to guide them on future adoption

• Act as the GitLab liaison for GitLab questions, issues, or escalations. Work with GitLab Support, Product Management (i.e., roadmaps), or other teams as needed

• Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction

• Remain knowledgeable and up-to-date on GitLab releases

• Provide immediate onboarding activities

• Work with assigned customers to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals

• Program manage account escalations Provide insights with respect to the availability and applicability of new features in GitLab as relevant

• Support GitLab Services in identifying and recommending training opportunities

What You’ll Bring

• Understanding of Git and typical branching strategies

• Knowledge of software development lifecycle and development pipeline

• Understanding of continuous integration, continuous deployment, 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

• Familiarity working with customers of sizes relevant to the assigned segment

• Exceptional verbal, written, organizational, presentation, and communications skills

• Detailed oriented and analytical Strong team player but self-starter

• Project management experience & skills

• Strong technical, analytic, and problem-solving skills

• Alignment with our values, and willingness to work in accordance with those values

• Ability to travel if needed and comply with the company’s travel policy

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

About the team

The Customer Success Architect (CSA) team focuses on hands-on technical enablement, adoption, utilization and maturity - while maintaining strong customer relationships and business alignment.

How GitLab will support you

• Benefits to support your 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

• Home office support

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. 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're excited about this role, please apply and allow our recruiters to assess your application.

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.