Customer Success Architect, META

GitLab; United Arab Emirates; Remote; AED 60,000 - 120,000; Full time

Job summary

A global software development platform is looking for a Customer Success Architect to enhance customer relations and drive adoption of its platform. The role requires knowledge of DevSecOps, experience in customer success, and strong communication skills. Responsibilities include managing a book of customers, guiding them through their success journey, and ensuring retention and growth. The ideal candidate is detail-oriented and knowledgeable about GitLab's practices.

Qualifications

• Experience in partnering with customers to define and achieve business outcomes.
• Demonstrated progressive experience in a related function with direct customer advocacy.
• Project management experience & skills.

Responsibilities

• Partner with customers to translate business outcomes into actionable objectives.
• Guide customers on the adoption of the GitLab platform.
• Manage escalations and liaise with GitLab Support and Product Management.

Skills

Understanding of Git and typical branching strategies

Knowledge of software development lifecycle and development pipeline

Understanding of continuous integration, continuous deployment, DevSecOps

Prior experience in Customer Success or equivalent history

Exceptional verbal, written, organizational, presentation, and communications skills

Strong technical, analytic, and problem-solving skills

Job description

An overview of this role

The Customer Success Architect (CSA) team focuses on the themes of align, enable, and expand. The Customer Success Architect (CSA) is a highly strategic position designed to provide unparalleled value to our customers by aligning our platform with their unique business objectives and driving long-term success.

The CSA role is a pivotal addition to our customer success team, focusing on building strong, consultative relationships with our key customers. Our CSAs will serve as trusted advisors, leveraging their deep understanding of DevSecOps best practices, industry trends and our software capabilities to help customers navigate complex challenges and achieve their desired outcomes.

Additionally, our team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others.

What You’ll Do

• Partner with our customers in taking what was established in the pre-sales command plan, and turning the customers desired positive business outcomes into actionable objectives
• Know the GitLab platform, our more common best practices, and use cases in order to guide the customer
• Understand the customer journey and be able to guide them on future adoption
• Act as the GitLab liaison for GitLab questions, issues, or escalations. Work with GitLab Support, Product Management (i.e., roadmaps), or other teams as needed
• Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction
• Remain knowledgeable and up-to-date on GitLab releases
• Provide immediate onboarding activities
• Work with assigned customers to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals
• Program manage account escalations Provide insights with respect to the availability and applicability of new features in GitLab as relevant
• Support GitLab Services in identifying and recommending training opportunities

What You’ll Bring

• Understanding of Git and typical branching strategies
• Knowledge of software development lifecycle and development pipeline
• Understanding of continuous integration, continuous deployment, DevSecOps
• Prior experience in Customer Success or equivalent history 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 communications skills
• Detailed oriented and analytical Strong team player but self-starter
• Project management experience & skills
• Strong technical, analytic, and problem-solving skills
• Alignment with our values, and willingness to work in accordance with those values
• Ability to travel if needed and comply with the company’s travel policy
• Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions

About the team

The CSA team focuses on hands-on technical enablement, adoption, utilization and maturity - while maintaining strong customer relationships and business alignment.

Equal Opportunity and Hiring Guidelines

GitLab is proud to be an equal opportunity workplace and an affirmative action employer. Our policies and practices regarding recruitment, employment, career development, advancement, promotion, and retirement are based on merit, regardless of race, color, religion, sex, national origin, age, disability, or any other basis protected by law. If you require accommodation during the recruiting process, please let us know.