Customer Success Architect
New
G
GitLabDevSecOps software
Remote, United States, coordinating across time zonesFull-Time
Salary not disclosed
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Job Details
- Required Skills
- Project ManagementGitCI/CDCustomer Success
Requirements
- Practical understanding of Git, common branching strategies, and modern software development lifecycles.
- Working knowledge of continuous integration, continuous deployment, and DevSecOps practices.
- Experience translating customer business outcomes into success plans, goals, and measures.
- Background in customer success, post-sales, or professional services focused on adoption, retention, and satisfaction.
- Ability to manage a customer portfolio, handle escalations, and coordinate across internal teams.
- Experience planning and managing projects or initiatives in technical environments.
- Ability to identify customer training and enablement needs.
- Strong communication, presentation, and organizational skills, with attention to detail and analytical thinking.
- Flexibility to travel as needed according to company policy.
Responsibilities
- Translate pre-sales command plans and customer business outcomes into objectives and success criteria.
- Guide customers on GitLab, DevSecOps best practices, Git workflows, CI/CD, and adoption patterns.
- Own a book of customers and drive adoption, retention, expansion, and satisfaction.
- Build Customer Success Plans, define goals and key performance indicators, and track progress.
- Coordinate account questions, issues, and escalations across Support, Product Management, Sales, and Professional Services.
- Provide hands-on technical enablement and onboarding, including education on GitLab features and releases.
- Program manage account escalations, clarify root causes, and coordinate follow-up actions.
- Identify and recommend training, enablement, and maturity opportunities with Services and internal teams.
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