GitLab - Customer Success Architect
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Requirements
• Practical understanding of Git, common branching strategies, and modern software development lifecycles. • Working knowledge of continuous integration, continuous deployment, and DevSecOps practices. • Experience partnering with customers to define business outcomes and translate them into success plans, goals, and measures. • Background in customer success, post-sales, or professional services work focused on adoption, retention, and customer satisfaction. • Ability to manage a portfolio of customers, including coordinating across Customer Service, Product Management, Sales, and Professional Services. • Skill in handling escalations in technical environments with clear communication and structured follow-through. • Strong communication, presentation, and organization skills, with attention to detail and analytical thinking. • Ability to apply transferable skills from related roles or industries to customer-facing technical adoption and success planning work. • We are part of GitLab’s Customer Success organization. Our mission is to help customers align the GitLab platform with their business objectives through hands-on technical enablement, driving adoption, utilization, and DevSecOps maturity while building strong, consultative relationships. As Customer Success Architects, we act as trusted advisors and key liaisons between customers and the broader GitLab ecosystem, collaborating closely with Product Management, Engineering, Sales, Support, and Professional Services to address questions, guide roadmaps, and navigate escalations. We work in an all-remote, asynchronous way, coordinating across time zones to support a focused set of strategic accounts and ensure long-term customer success. • The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.
Responsibilities
• Partner with customers to turn pre-sales command plans and desired business outcomes into actionable objectives and clear success criteria. • Guide customers on effective use of the GitLab platform, including DevSecOps best practices, Git workflows, continuous integration, continuous deployment, and adoption patterns. • Own a portfolio of customers and advance adoption, retention, expansion, and overall satisfaction through ongoing strategic and technical engagement. • Build and maintain Customer Success Plans that define customer goals, key performance indicators, and progress over time. • Act as the primary GitLab liaison for assigned accounts, coordinating questions, issues, and escalations across Customer Service, Product Management, Sales, and Professional Services. • Provide hands-on onboarding and technical enablement, including education on new GitLab features, releases, and relevant use cases. • Program manage account escalations by clarifying root causes, coordinating follow-up actions, and keeping stakeholders informed. • Collaborate with Services and internal partners to identify training, enablement, and maturity opportunities aligned to customer needs.
Benefits
• $93,600—$158,400 USD • How GitLab Supports Full-Time Employees • 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 • Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application. • Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process. • Country Hiring Guidelines:
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