Customer Success Architect - East

New

GitLabDevSecOps software

Location: Remote, United StatesFull-Time

Salary$93,600 — $158,400 USD

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Job Details

Understand Git, common branching strategies, and modern software development lifecycles.
Have working knowledge of continuous integration, continuous deployment, and DevSecOps practices.
Have experience partnering with customers to define business outcomes and translate them into success plans, goals, and measures.
Bring experience in customer success, post-sales, or professional services focused on adoption, retention, and satisfaction.
Be able to manage a customer portfolio, handle escalations, and coordinate across Support, Product Management, Sales, and Professional Services.
Have experience planning and managing projects or initiatives in technical environments.
Be able to identify training and enablement needs.
Bring strong communication, presentation, and organizational skills, attention to detail, and analytical thinking.
Be flexible to travel as needed according to company policy.

Translate pre-sales command plans and desired business outcomes into actionable objectives and success criteria.
Guide customers on GitLab use, DevSecOps practices, Git workflows, CI/CD, and adoption patterns.
Manage a book of customers and drive adoption, retention, expansion, and satisfaction.
Build Customer Success Plans, define goals and KPIs, and track progress with customers.
Serve as the primary GitLab liaison for assigned accounts and coordinate questions, issues, and escalations across internal teams.
Provide hands-on technical onboarding and enablement on GitLab features, releases, and use cases.
Program manage account escalations, ensuring root causes, follow-up actions, and stakeholder updates are addressed.
Identify and recommend training, enablement, and maturity opportunities with Services and other internal teams.

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