Customer Success Architect, EMEA

GitLabVerified

LocationRemote, France; Remote, Germany

Work ModeFully Remote

DepartmentCustomer Success

Posted 2h ago

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

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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.