An overview of this role

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 role is a pivotal addition to our customer success team, focusing on building strong, consultative relationships with our key customers. Our CSAs serve as trusted advisors, leveraging their deep understanding of DevSecOps best practices, industry trends, and our software capabilities to help customers navigate complex challenges and achieve their desired outcomes.

Additionally, the team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others.

The CSA team focuses on hands-on technical enablement, adoption, utilization, and maturity - while maintaining strong customer relationships and business alignment.

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

• Detailed 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 company’s travel policy

• Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions

Hiring process

Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process. 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 of the interviews with the Customer Success team. This interview is with the manager of the team the candidate is applying to join. It is a 45 minute interview.

Peer Interview

The peer interview is conducted by an individual contributor who is a member of the team the candidate is applying to join. Peer interviewers are selected by the hiring manager. This is a 45 minute interview.

Panel Interview

The panel interview consists of several members of the Customer Success team. It typically includes the hiring manager and 1-2 other team members. This is a 60 minute interview, with the following format:

• Live demonstration based on the guidance provided ahead of the interview by the recruiter

• General discussion and questions from the panel

Executive Interview

Conducted by the Director of Customer Success, this is a discussion with the candidate as a final assessment interview to evaluate the candidate’s suitability for the role. This is a 30 minute interview.