Customer Success Architect, CEUR

Stack

Responsibilities

• ▹Turn the pre-sales command plan into actionable objectives together with the customer
• ▹Guide customers using deep knowledge of the GitLab platform and common best practices
• ▹Understand the customer journey and advise on future adoption
• ▹Act as the GitLab liaison for questions, issues and escalations, working with Support and Product Management
• ▹Own a portfolio of customers, focusing on adoption, retention and growth
• ▹Stay current on GitLab releases
• ▹Deliver onboarding activities for new customers
• ▹Build Customer Success Plans with clear goals and KPIs
• ▹Program-manage account escalations
• ▹Share insights on new GitLab features relevant to customers
• ▹Support GitLab Services in identifying training opportunities

Requirements

• ▹Understanding of Git and common branching strategies
• ▹Knowledge of the software development lifecycle and development pipelines
• ▹Understanding of continuous integration, continuous deployment and DevSecOps
• ▹Prior experience in Customer Success or a track record of increasing satisfaction, adoption and retention
• ▹Experience partnering with customers to define and achieve business outcomes

About the company

GitLab is an intelligent orchestration platform for DevSecOps, used by more than 50 million registered users and over half of the Fortune 100 to ship better, more secure software faster; the company embraces AI as a core productivity multiplier across its workflows.