About GitLab
GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100 trust GitLab to ship better, more secure software faster.
We embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems.
The Role
The Customer Success Architect (CSA) role is a pivotal addition to our customer success team, focusing on building strong, consultative relationships with our key customers. CSAs serve as trusted advisors, leveraging their deep understanding of DevSecOps best practices, industry trends, and GitLab software capabilities to help customers navigate complex challenges and achieve their desired outcomes.
Additionally, our team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others.
What You’ll Do
- Partner with customers in translating pre-sales command plans into actionable objectives to deliver positive business outcomes.
- Develop deep expertise in the GitLab platform, best practices, and common use cases to guide customers effectively.
- Understand the customer journey and provide proactive guidance on platform adoption.
- Act as the primary GitLab liaison for questions, issues, and escalations, collaborating closely with Support, Product Management, and other cross-functional teams.
- Own a portfolio of assigned customers with a focus on driving adoption, retention, growth, and satisfaction.
- Stay up-to-date on GitLab releases and new feature capabilities.
- Lead onboarding activities for new customer engagements.
- Build Customer Success Plans with critical goals and key performance indicators to ensure long-term value.
- Manage account escalations and provide insights regarding the applicability of new features.
- Partner with GitLab Services to identify and recommend relevant training opportunities.
What You’ll Bring
- Strong understanding of Git and standard branching strategies.
- Knowledge of the software development lifecycle (SDLC) and modern development pipelines.
- Solid understanding of continuous integration, continuous deployment (CI/CD), and DevSecOps.
- Proven customer success or equivalent experience driving retention, adoption, and customer satisfaction.
- Demonstrated experience partnering with customers to define and achieve measurable business outcomes.
- Familiarity working with enterprise customers relevant to the assigned segment.
- Exceptional verbal, written, organizational, presentation, and communication skills.
- Detail-oriented and analytical mindset with strong self-starter capabilities.
- Solid project management and problem-solving skills.
- Demonstrated post-sales or professional services engagement experience.
- Fluent German language skills.
- Ability to travel when necessary in accordance with company policy.
Benefits & Perks
- Comprehensive benefits to support your health, finances, and well-being
- Flexible Paid Time Off (PTO)
- Team Member Resource Groups
- Equity compensation and Employee Stock Purchase Plan (ESPP)
- Growth and Development Fund
- Parental leave
Timezone overlap
UTC+0–+3
Benefits
Health, PTO, Equity, ESPP, Learning, Parental leave, Commission, Wellness
Open to
Europe · Germany
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