Customer Success Architect

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

📋 Description

• Collaborate with clients to transform their desired business outcomes into actionable objectives.

• Guide clients using expertise in the GitLab platform, industry best practices, and relevant use cases.

• Assist customers throughout their adoption process and overall journey.

• Serve as the primary GitLab contact for inquiries, issues, and escalations.

• Work in conjunction with Support, Product Management, Engineering, Sales, Professional Services, and other departments.

• Manage a dedicated portfolio of clients, concentrating on adoption, retention, growth, and overall customer satisfaction.

• Remain updated on the latest GitLab releases.

• Facilitate immediate onboarding initiatives.

• Develop Customer Success Plans incorporating key objectives and KPIs.

• Oversee account escalations as part of program management.

• Share insights on new features of GitLab.

• Assist Services in identifying and suggesting training opportunities.

⛳️ Requirements

• Proficient understanding of Git and standard branching strategies.

• Familiarity with the software development lifecycle and development pipeline.

• Knowledge of continuous integration, continuous deployment, and DevSecOps practices.

• Previous experience in Customer Success or a similar role that enhances customer satisfaction, adoption, and retention.

• Experience collaborating with clients to define and accomplish business objectives.

• Comfortable working with clients of various segment sizes.

• Outstanding verbal, written, organizational, presentation, and communication abilities.

• Detail-oriented with strong analytical skills.

• Excellent team player and self-motivated individual.

• Experience and skills in project management.

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

• Commitment to GitLab values and a willingness to operate accordingly.

• Ability to travel as necessary and adhere to the company's travel policy.

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

• Fluent in German.

🏝️ Benefits

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

• Flexible Paid Time Off policy.

• Access to Team Member Resource Groups.

• Equity Compensation and Employee Stock Purchase Plan.

• Growth and Development Fund available.

• Parental Leave offered.