Customer Success Architect

This is a fully remote position, open to applicants in Austria.

📋 Description

• Collaborate with our clients to transform the objectives outlined in the pre-sales command plan into actionable goals that yield positive business outcomes.

• Possess a deep understanding of the GitLab platform, including common best practices and use cases, to effectively guide customers.

• Comprehend the customer journey and provide guidance for future adoption phases.

• Serve as the GitLab representative for any inquiries, issues, or escalations, coordinating with GitLab Support, Product Management (e.g., roadmaps), or other teams as necessary.

• Manage a portfolio of assigned clients, focusing on enhancing adoption, ensuring retention and growth, and overall customer satisfaction.

• Stay informed and updated on GitLab releases.

• Facilitate immediate onboarding activities for new clients.

• Collaborate with assigned customers to create Customer Success Plans, setting critical goals and key performance indicators to assist them in achieving their objectives.

• Oversee account escalations and provide insights regarding the availability and relevance of new GitLab features.

• Assist GitLab Services in identifying and suggesting training opportunities.

⛳️ Requirements

• Proficient understanding of Git and standard branching strategies.

• Knowledgeable about the software development lifecycle and development pipeline.

• Familiarity with continuous integration, continuous deployment, and DevSecOps.

• Previous experience in Customer Success or a comparable track record of enhancing satisfaction, adoption, and retention.

• Proven experience in partnering with clients to define and realize business outcomes.

• Comfortable working with customers of varying sizes relevant to the assigned segment.

• Excellent verbal, written, organizational, presentation, and communication skills.

• Detail-oriented and analytical; a strong team player who is also a self-starter.

• Experience and skills in project management.

• Strong technical, analytical, and problem-solving abilities.

• Alignment with our company values and a commitment to operate in accordance with them.

• Willingness to travel if necessary and adhere to the company’s travel policy.

• Proven progressive experience in a related role with direct customer advocacy and engagement experience in post-sales or professional services.

• Fluent in German.

🏝️ Benefits

• Comprehensive benefits to support your health, financial well-being, and overall wellness.

• Flexible Paid Time Off.

• Access to Team Member Resource Groups.

• Equity Compensation and Employee Stock Purchase Plan.

• Growth and Development Fund.

• Parental Leave.