Senior Customer Success Architect, CEUR

Gitlab; United States; Sur place; USD 90 000 - 150 000; Plein temps

Avantages offerts par ce poste

Health benefits

Flexible PTO

Equity compensation

Employee Stock Purchase Plan

Growth and Development Fund

Parental Leave

Résumé du poste

GitLab is seeking a Customer Success Architect (CSA) to join our remote-first team. You will build trusted advisor relationships with key customers, leverage your DevSecOps knowledge, and drive adoption and success across the customer journey.

This is a remote, international role that collaborates with Product, Support, and Professional Services to deliver outcomes. You will own customer plans, guide onboarding, and ensure retention and growth by aligning with platform releases and best

Qualifications

• Understanding of Git and typical branching strategies.
• Knowledge of software development lifecycle and development pipeline.
• Understanding of CI/CD, DevSecOps practices.
• Prior experience in Customer Success or related roles.
• Experience partnering with customers to achieve business outcomes.
• Fluency in German is required.

Responsabilités

• Partner with customers to translate pre-sales plans into actionable objectives.
• Guide customers using platform best practices and use cases.
• Support adoption and customer journey planning for ongoing value.
• Act as liaison with Support, Product, and other teams for escalations.
• Own a book of customers to drive adoption, retention and growth.
• Stay updated on platform releases and new features.
• Lead onboarding activities for new customers.
• Develop Customer Success Plans and KPIs with customers.
• Provide insights on feature availability and applicability for customers.
• Identify training opportunities with the Services team.

Connaissances

Git

CI/CD

DevSecOps

Customer Success

German language

Communication

Project management

Travel flexibility

Description du poste

the company is the intelligent orchestration platform for DevSecOps. the company enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust the company to ship better, more secure software faster.

The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. the company is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our valuesand continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.

Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on the company data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of the company.

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 liasons between the customer and the the company ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others.CSM handbook.

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 the company 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 the company liaison for the company questions, issues, or escalations. Work with the company 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 the company 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 the company as relevant
• Support the company 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
• Fluent German

About the team

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

How the company Supports Full-Time Employees

• Benefits to support your health, finances, and well-being
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave

Country Hiring Guidelines:

the company 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.

Privacy Policy:

Please review our Recruitment Privacy Policy. Your privacy is important to us.

the company is proud to be an equal opportunity workplace and is an affirmative action employer. the company’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. the company will not tolerate discrimination or harassment based on any of these characteristics. See also