Customer Success Architect, CEUR
Build consultative relationships with key customers, guiding GitLab adoption, retention, growth, and business outcomes. The role requires customer success or post-sales experience, strong technical and project management skills, DevSecOps knowledge, and fluent German.
About the job
Responsibilities
- Partner with customers to turn pre-sales plans and desired business outcomes into actionable objectives.
- Guide customers using knowledge of the GitLab platform, best practices, and use cases.
- Guide customers through their adoption journey and identify future adoption opportunities.
- Act as the liaison for customer questions, issues, and escalations, collaborating with Support, Product Management, Engineering, Sales, and Professional Services.
- Own an assigned book of customers, focusing on adoption, retention, growth, and customer satisfaction.
- Stay current on GitLab releases and provide insights on relevant new features.
- Provide onboarding activities.
- Build Customer Success Plans with customer goals and key performance indicators, and help customers achieve them.
- Program-manage account escalations.
- Support Services in identifying and recommending training opportunities.
Requirements
- Understanding of Git and common branching strategies.
- Knowledge of the software development lifecycle and development pipelines.
- 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.
- Familiarity working with customers of relevant segment sizes.
- Exceptional verbal, written, organizational, presentation, and communication skills.
- Detail-oriented, analytical, and able to work as both a team player and self-starter.
- Project management experience and skills.
- Strong technical, analytical, and problem-solving skills.
- Direct customer advocacy and engagement experience in post-sales or professional services functions.
- Fluent German.
- Ability to travel when needed and comply with company travel policy.
Benefits
- Benefits supporting health, finances, and well-being.
- Flexible paid time off.
- Team member resource groups.
- Equity compensation and employee stock purchase plan.
- Growth and development fund.
- Parental leave.
Skills
Git, Branching Strategies, Software Development Lifecycle, Development Pipelines, Continuous Integration, Continuous Deployment, DevSecOps, Project Management, Analytical Skills, Problem Solving, Customer Success, Customer Success Plans, Kpi Management
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