Customer Success Architect

Overview

Git Lab is an open-core software company that develops the AI-powered Dev Sec Ops  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. We embrace AI as a core productivity multiplier and expect all team members to incorporate AI into their daily workflows to drive efficiency, innovation, and impact.

Git Lab values collaboration, continuous knowledge exchange, and empowering team members to reach their full potential while solving complex problems. Co-create the future with us as we build technology that transforms how the world develops software.

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 focuses on building strong, consultative relationships with our key customers, acting as trusted advisors who leverage their understanding of Dev Sec Ops  best practices, industry trends, and Git Lab capabilities to help customers navigate challenges and achieve desired outcomes.

The team also serves as a liaison between the customer and the Git Lab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others. The CSA team emphasizes hands-on technical enablement, adoption, utilization, and maturity while maintaining strong customer relationships and business alignment.

• Partner with customers to translate pre-sales objectives into actionable business outcomes and objectives
• Know the Git Lab platform, best practices, and use cases to guide the customer
• Understand the customer journey and guide future adoption
• Act as the Git Lab liaison for questions, issues, or escalations; work with Git Lab Support, Product Management, or other teams as needed
• Own a book of assigned customers, focusing on increasing adoption, ensuring retention and growth, and overall customer satisfaction
• Stay up-to-date on Git Lab releases
• Provide immediate onboarding activities
• Work with assigned customers to build Customer Success Plans with goals and KPIs to achieve their objectives
• Program manage account escalations and provide insights on new features as relevant
• Support Git Lab Services in identifying and recommending training opportunities

• Understanding of Git and typical branching strategies
• Knowledge of software development lifecycle and development pipeline
• Understanding of CI/CD, Dev Sec Ops
• 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 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 and skills
• Strong technical, analytic, and problem-solving skills
• Alignment with our values and willingness to work accordingly
• Ability to travel if needed and comply with the company’s travel policy
• Demonstrated progressive experience in a related function with direct customer advocacy and engagement in post-sales or professional services

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

Candidates for this position can expect the hiring process to follow the order below. Please note that candidates can be declined from the position at any stage. To learn more about someone who may be conducting the interview, find their job title on our team page.

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

Hiring Manager Interview:
The hiring manager interview is the first interview with the Customer Success team. It is a 45 minute interview.

Peer Interview:
Conducted by an individual…