Customer Success Architect - Remote EMEA

About the Role

We are seeking a Customer Success Architect to join our dynamic team at GitLab. This remote position will allow you to work with clients across EMEA, helping them leverage our intelligent orchestration platform for DevSecOps. As a Customer Success Architect, you will play a crucial role in aligning our platform with the unique business objectives of our customers, ensuring they achieve their desired outcomes.

What You’ll Do

• Partner with customers to transform their desired positive business outcomes into actionable objectives.
• Guide customers on the GitLab platform, best practices, and use cases to maximize their success.
• Act as the primary liaison for GitLab questions, issues, or escalations, collaborating with GitLab Support and Product Management.
• Own a book of assigned customers, focusing on increasing adoption, retention, and overall satisfaction.
• Develop Customer Success Plans with assigned customers, establishing key performance indicators to track progress.
• Provide insights on new features in GitLab and recommend training opportunities to enhance customer experience.
• Manage account escalations effectively to ensure swift resolution of customer issues.
• Stay updated on GitLab releases and industry trends to provide informed guidance to customers.

Requirements

• Understanding of Git and typical branching strategies.
• Knowledge of the software development lifecycle and development pipeline.
• Experience with continuous integration, continuous deployment, and DevSecOps practices.
• Prior experience in Customer Success or a similar role with a proven track record of increasing customer satisfaction and retention.
• Strong ability to partner with customers to define and achieve business outcomes.

What We Offer

• Competitive salary range of $80,000 - $120,000 per year.
• Flexible remote work environment.
• Opportunities for professional development and career growth.
• Access to cutting-edge tools and technologies.
• Collaborative and inclusive company culture.