Customer Success Architect

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 the rate of human progress. This mission is integral to our culture, influencing how we hire, build products, and lead our industry. We make this possible at GitLab by running our operations on our product and staying aligned with our values. Learn more about Life at GitLab.

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

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

What you'll do

• Engage with customers via Zoom calls and emails, in a technical consultancy and advisor role during the post-sales process while providing technical and solution guidance
• Providing technical, architectural and best practice guidance
• Drive the achievement of measurable value (business outcomes), leading to product adoption, renewal, and expansion
• Align with Account Executives and Renewals Managers to provide customer-facing subject matter expertise based on the customer’s business objectives
• Focus on solution-based programs that are customized to fit an individual customer’s needs
• Develop and collaborate on customer workshops, demos, and other enablement
• Maintain specialty competency in one or more technologies related to GitLab’s market focus through activities such as training, certification and creation of working examples for reuse internally and by customers and partners
• Continuously improve professional skills with a focus on personal mastery and team learning through activities such as training, reading and seeking mentorship from others
• Contributes to our docs, YouTube channel, and other enablement programs such as the Digital Journey.

What you'll bring

• Experience with a GitLab use case (SCM, CI, CD, DevSecOps, Agile Planning) to provide in-depth customer guidance and enablement
• Proficiency using DevSecOps tools or highly technical tooling in adjacent fields
• Specialize in GitLab use cases to provide in-depth guidance and enablement to customers of all sizes, including large enterprise organizations
• Technical experience in development or systems engineering
• Demonstrated capacity to clearly and concisely communicate about complex technical, architectural, and/or organizational problems and propose thorough iterative solutions
• Have demonstrated the ability to become a trusted technical advisor to customer and business leaders
• Exceptional verbal, presentation, and written communication skills
• Excellent time management and ability to work with several different teams at any given time
• Alignment with our values, and willingness to work in accordance with those values
• Willingness to travel if needed and comply with the company’s travel policy

How GitLab will support you

• Benefits to support your health, finances, and well-being
• All remote, asynchronous work envir