Senior Customer Success Architect

This is a fully remote position, open to applicants in Austria, +1 more country.

📋 Description

• Collaborate with clients to transform pre-sales command plans and desired business outcomes into actionable targets.

• Advise customers utilizing expertise in the GitLab platform, best practices, and relevant use cases.

• Comprehend customer journeys and facilitate future adoption.

• Serve as the GitLab representative for customer inquiries, issues, and escalations.

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

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

• Keep up-to-date with GitLab releases.

• Deliver immediate onboarding activities.

• Develop Customer Success Plans that include critical goals and key performance indicators.

• Program manage account escalations.

• Offer 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 common 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 comparable background in enhancing satisfaction, adoption, and retention.

• Experience in collaborating with customers to establish and achieve business objectives.

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

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

• Detail-oriented and analytical mindset.

• Strong team player with a self-starting attitude.

• Project management experience and skills.

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

• Alignment with GitLab values and a commitment to operate according to those principles.

• Willingness to travel as necessary, in compliance with the company's travel policy.

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

• Fluent in German.

• Capability to integrate AI into daily workflows.

🏝️ Benefits

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

• Flexible Paid Time Off.

• Access to Team Member Resource Groups.

• Equity Compensation & Employee Stock Purchase Plan.

• Growth and Development Fund.

• Parental Leave.

• Programs to support full-time employees.