Senior Customer Success Architect

• Partner with customers to turn pre-sales command plans and desired business outcomes into actionable objectives
• Guide customers using knowledge of the GitLab platform, best practices, and use cases
• Understand customer journeys and guide future adoption
• Act as the GitLab liaison for customer questions, issues, and escalations
• Collaborate with Support, Product Management, Engineering, Sales, Professional Services, and other teams
• Own an assigned book of customers, focusing on adoption, retention, growth, and customer satisfaction
• Stay current on GitLab releases
• Provide immediate onboarding activities
• Build Customer Success Plans with critical goals and key performance indicators
• Program manage account escalations
• Provide insights on the availability and applicability of new GitLab features
• Support GitLab Services in identifying and recommending training opportunities

• 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
• Familiarity working with customers of sizes relevant to the assigned segment
• Exceptional verbal, written, organizational, presentation, and communications skills
• Detail-oriented and analytical
• Strong team player and self-starter
• Project management experience and skills
• Strong technical, analytical, and problem-solving skills
• Alignment with GitLab 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
• Fluent German
• Ability to incorporate AI into daily workflows

• 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
• Full-time employee support programs