Senior Customer Success Architect, CEUR

Overview

Senior Customer Success Architect (CEUR) is a post-sales role that acts as a trusted technical advisor to key GitLab customers, helping them adopt the platform and achieve their business outcomes. The role serves as liaison between the customer and GitLab teams.

What you'll do

• Partner with customers to turn the desired positive business outcomes from the pre-sales command plan into actionable objectives
• Know the GitLab platform, common best practices, and use cases to guide the customer
• Understand the customer journey and guide customers on future adoption
• Act as the GitLab liaison for questions, issues, or escalations, working with GitLab Support, Product Management, and other teams as needed
• Own a book of assigned customers, focusing on increasing adoption, ensuring retention and growth, and overall customer satisfaction
• Remain knowledgeable and up-to-date on GitLab releases
• Provide immediate onboarding activities
• Build Customer Success Plans with critical goals and key performance indicators, and help customers achieve them
• Program manage account escalations
• Provide insights on the availability and applicability of new GitLab features as relevant
• Support GitLab Services in identifying and recommending training opportunities

What you'll need

• Understanding of Git and typical branching strategies
• Knowledge of the software development lifecycle and development pipeline
• Understanding of continuous integration, continuous deployment, and DevSecOps
• Demonstrated progressive experience in a related function, with direct customer advocacy and engagement experience in post-sales or professional services functions
• 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 and self-starter
• Project management experience and skills
• Strong technical, analytic, and problem-solving skills
• Alignment with GitLab's values and willingness to work in accordance with them
• Ability to travel if needed and comply with the company's travel policy
• Fluent German

Details

• Remote, Austria or Germany
• Some roles may carry specific location-based eligibility requirements