Customer Success Architect, EMEA
GitLab is hiring a Customer Success Architect (CSA) for the EMEA region, a highly strategic role focused on aligning the GitLab platform with customers' business objectives and driving long-term success. CSAs act as trusted advisors, leveraging deep DevSecOps knowledge and industry trends to help key customers navigate complex challenges and achieve their desired outcomes. The team also serves as a liaison between customers and the broader GitLab ecosystem, including Product Management, Engineering, Sales, and Professional Services. This role requires fluent German or French. All roles at GitLab are remote.
Responsibilities
- ▹Partner with customers to turn pre-sales command plans and desired business outcomes into actionable objectives
- ▹Guide customers using knowledge of the GitLab platform, common best practices, and use cases
- ▹Understand the customer journey and advise on future adoption
- ▹Act as the GitLab liaison for questions, issues, or escalations, working with Support, Product Management, and other teams
- ▹Own a book of assigned customers with a focus on adoption, retention, growth, and overall satisfaction
- ▹Stay knowledgeable and up to date on GitLab releases
- ▹Provide immediate onboarding activities and build Customer Success Plans with critical goals and KPIs
- ▹Program-manage account escalations and provide insights on new feature availability and applicability
Requirements
- ▹Understanding of Git and typical branching strategies
- ▹Knowledge of the software development lifecycle and development pipeline
- ▹Understanding of continuous integration, continuous deployment, and DevSecOps
- ▹Prior experience in Customer Success or equivalent track record 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 communication skills
- ▹Project management experience and skills
- ▹Strong technical, analytic, and problem-solving skills
- ▹Direct customer advocacy and engagement experience in post-sales or professional services functions
- ▹Ability to travel if needed and comply with the company's travel policy
- ▹Fluent German or French
Soft skills
What we offer
- ▹Flexible Paid Time Off
- ▹Team Member Resource Groups
- ▹Equity Compensation and Employee Stock Purchase Plan
- ▹Growth and Development Fund
- ▹Parental Leave
About the company
GitLab is the intelligent orchestration platform for DevSecOps, trusted by more than 50 million registered users and over 50% of the Fortune 100. The company is fully remote and embraces AI as a core productivity multiplier across all teams. The CSA team focuses on hands-on technical enablement, adoption, utilization, and maturity while maintaining strong customer relationships and business alignment.