Customer Success Architect, NEUR

Overview

The Customer Success Architect (CSA) team focuses on align, enable, and expand. The 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 role focuses on building strong, consultative relationships with key customers, serving as trusted advisors to help navigate complex challenges and achieve desired outcomes, while liaising between the customer and the Git Lab ecosystem.

• Partner with customers to transform pre‑sales plans into actionable objectives that drive positive business outcomes.
• Know the Git Lab platform, best practices, and use cases to guide customers.
• Understand the customer journey and advise on future adoption.
• Act as the Git Lab liaison for questions, issues, or escalations, coordinating with Support, Product Management, or other teams.
• Own a book of assigned customers, focusing on increasing adoption, ensuring retention and growth, and overall satisfaction.
• Remain knowledgeable and up‑to‑date on Git Lab releases.
• Provide immediate onboarding activities.
• Work with customers to build Customer Success Plans, setting critical goals and KPIs.
• Program‑manage account escalations and provide insights on new feature availability.
• 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 continuous integration, continuous deployment, and 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 working with customers in the relevant size segment.
• Exceptional verbal, written, organizational, presentation, and communication 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 Git Lab 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 with direct customer advocacy and engagement experience in post‑sales or professional services functions.

• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave

Git Lab is proud to be an equal opportunity workplace and is an affirmative action employer. Git Lab’s policies and practices related to recruitment, employment, career development, and advancement are based solely on merit, and the company will not tolerate discrimination or harassment based on any protected characteristic. If you need an accommodation, please let us know during the recruiting process.