Customer Success Architect Remote, Canada; Remote, US
: Job Details :

Overview

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 human progress. Our platform unites teams and organizations, breaking down barriers and redefining what's possible in software development. Thanks to products like Duo Enterprise and Duo Agent Platform, customers get AI benefits at every stage of the SDLC.

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. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and 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.

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
• Detail 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 companys travel policy
• Demonstrated progressive experience in a related function with direct customer advocacy and engagement experience in post-sales or professional services functions

Location and eligibility

This role is open to candidates in the United States or Canada.

Compensation and benefits

The base salary range for this role in relevant locations is $77,000 - $166,500 USD. The salary range applies to residents of listed locations and is determined through interviews and consideration of education, experience, knowledge, skills, abilities, and market data. Sales roles are also eligible for incentive pay targeted at up to 100% of the base salary.

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

Equal opportunity

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. See also GitLab's EEO policy. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.

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