Customer Success Architect

GitLab; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Customer Success Architect to join their dynamic team. This pivotal role focuses on building strong, consultative relationships with key customers, ensuring they achieve their business objectives through effective use of an innovative DevSecOps platform. As a trusted advisor, you will leverage your expertise to provide technical guidance and drive product adoption, renewal, and expansion. If you are passionate about technology and customer success, this opportunity offers a chance to make a significant impact in a collaborative and forward-thinking environment.

Qualifications

• Experience with GitLab use cases for customer guidance.
• Proficiency in DevSecOps tools and technical tooling.

Responsibilities

• Engage with customers to provide technical consultancy and guidance.
• Drive measurable business outcomes and product adoption.

Skills

DevSecOps

Technical Communication

Customer Relationship Management

Time Management

Problem Solving

Education

Bachelor's Degree in Computer Science or related field

Tools

GitLab

Zoom

Job description

GitLab is an open core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating the rate of human progress. This mission is integral to our culture, influencing how we hire, build products, and lead our industry. We make this possible at GitLab by running our operations on our product and staying aligned with our values. Learn more about Life at GitLab.

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.

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

What you'll do

• Engage with customers via Zoom calls and emails, in a technical consultancy and advisor role during the post-sales process while providing technical and solution guidance.
• Provide technical, architectural, and best practice guidance.
• Drive the achievement of measurable value (business outcomes), leading to product adoption, renewal, and expansion.
• Align with Account Executives and Renewals Managers to provide customer-facing subject matter expertise based on the customer’s business objectives.
• Focus on solution-based programs that are customized to fit an individual customer’s needs.
• Develop and collaborate on customer workshops, demos, and other enablement.
• Maintain specialty competency in one or more technologies related to GitLab’s market focus through activities such as training, certification, and creation of working examples for reuse internally and by customers and partners.
• Continuously improve professional skills with a focus on personal mastery and team learning through activities such as training, reading, and seeking mentorship from others.
• Contribute to our docs, YouTube channel, and other enablement programs such as the Digital Journey.

What you'll bring

• Experience with a GitLab use case (SCM, CI, CD, DevSecOps, Agile Planning) to provide in-depth customer guidance and enablement.
• Proficiency using DevSecOps tools or highly technical tooling in adjacent fields.
• Specialize in GitLab use cases to provide in-depth guidance and enablement to customers of all sizes, including large enterprise organizations.
• Technical experience in development or systems engineering.
• Demonstrated capacity to clearly and concisely communicate about complex technical, architectural, and/or organizational problems and propose thorough iterative solutions.
• Have demonstrated the ability to become a trusted technical advisor to customer and business leaders.
• Exceptional verbal, presentation, and written communication skills.
• Excellent time management and ability to work with several different teams at any given time.
• Alignment with our values, and willingness to work in accordance with those values.
• Willingness to travel if needed and comply with the company’s travel policy.

Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process.

Qualified candidates will be invited to schedule a 30-minute screening call with one of our Global Recruiters.

The hiring manager interview is the first of the interviews with the Customer Success team. This interview is with the manager of the team the candidate is applying to join. It is a 45-minute interview.

The panel interview consists of several members of the Customer Success team. It typically includes the hiring manager and 1-2 other team members. This is a 90-minute interview, with the following format:

• A demo of GitLab based on the guidance provided ahead of the interview by the recruiter.
• General discussion and questions from the panel.

Executive Interview

Conducted by the Director of Customer Success, this is a discussion with the candidate as a final assessment interview to evaluate the candidate’s suitability for the role. This is a 30-minute interview.

Reference and Background Check

Once the candidate has successfully completed all interview stages with positive recommendations at each stage, GitLab will complete reference checks and a background check.

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote; however, some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics.

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