Customer Success Architect

📋 Description

• Partner with customers to translate plans into clear success criteria.
• Guide customers on GitLab use, DevSecOps, Git workflows, CI/CD.
• Own a portfolio and drive adoption, retention, expansion, and satisfaction.
• Build and maintain Customer Success Plans with goals, KPIs, progress.
• Act as primary liaison for accounts, coordinating questions and escalations across teams.
• Provide hands-on onboarding and enablement on new GitLab features.
• Program manage escalations by clarifying root causes and actions.
• Collaborate with Services to identify training and maturity opportunities.

🎯 Requirements

• Practical understanding of Git, branching strategies, and modern SDLC.
• Working knowledge of CI/CD and DevSecOps.
• Experience partnering with customers to define outcomes and success plans.
• Background in customer success, post-sales, or services focused on adoption.
• Ability to manage a customer portfolio, coordinating across teams.
• Skill in handling technical escalations with clear communication and follow-through.
• Strong communication, presentation, and organization with attention to detail.
• Ability to apply transferable skills to customer-facing adoption and success planning.

🎁 Benefits

• 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.
• Growth and Development Fund.
• Parental Leave.
• Home Office Support.