Customer Success Architect, EMEA

United Kingdom

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Software Development, DevSecOps, AIIndustries

Requirements

Candidates must have a strong understanding of Git and typical branching strategies, knowledge of the software development lifecycle and development pipeline, and familiarity with continuous integration, continuous deployment, and DevSecOps. Prior experience in Customer Success or a similar role focused on increasing customer satisfaction, adoption, and retention is required, along with experience partnering with customers to define and achieve business outcomes. Familiarity working with customers of relevant sizes for the assigned segment and exceptional verbal, written, organizational, presentation, and communication skills are also essential. The ideal candidate is detail-oriented, analytical, a strong team player, and a self-starter.

Responsibilities

The Customer Success Architect will partner with customers to translate pre-sales plans into actionable objectives and guide them on future adoption based on their journey. They will serve as the primary GitLab liaison for customer questions, issues, or escalations, collaborating with Support, Product Management, and other teams as needed. This role involves owning a portfolio of assigned customers to increase adoption, ensure retention and growth, and drive overall customer satisfaction. Responsibilities include staying knowledgeable about GitLab releases, providing immediate onboarding, building Customer Success Plans with critical goals and KPIs, and managing account escalations. The CSA will also provide insights on new GitLab features and support the identification of training opportunities.

Skills

DevSecOps

Consultative Relationships

Business Objectives

Customer Success

SDLC

GitLab

Unified DevOps platform for software development

About GitLab

GitLab offers a DevOps platform that simplifies the software development process by providing a single application for collaboration, visibility, and speed. The platform integrates various tools needed for software development, which helps teams manage their projects more efficiently without juggling multiple tools. This allows companies to concentrate on enhancing their products instead of spending too much time on builds. GitLab serves a wide range of clients, including large corporations from different industries, demonstrating its versatility. The company operates on a subscription-based model, where clients pay for access to the platform, which includes features for continuous integration and deployment. GitLab also provides free trials and regularly updates its platform to deliver ongoing value to its users. By customizing its offerings and partnering with other technology providers, GitLab aims to enhance its ecosystem and drive revenue.

San Francisco, CaliforniaHeadquarters

2014Year Founded

$421.8MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Spending Company Money

Equity Compensation

Life Insurance

Financial Wellness

Paid Time Off

Growth and Development Benefit

GitLab Contribute

Business Travel Accident Policy

Immigration

Employee Assistance Program

Incentives

All-Remote

Part-time contracts

Meal Train

Fertility & Family Planning

Parental Leave

Risks

AI-powered coding assistants like Claude pose a competitive threat to GitLab's platform.

Potential sale to Datadog may lead to strategic shifts misaligned with customer expectations.

Integration of Oxeye may distract from GitLab's core DevOps offerings.

Differentiation

GitLab offers a unified DevOps platform, reducing complexity in software development.

The platform integrates tools for collaboration, visibility, and speed, enhancing development processes.

GitLab's open-source model fosters continuous innovation with a large developer community.

Upsides

Acquiring Oxeye enhances GitLab's cloud security, appealing to security-conscious enterprises.

Partnership with Ooredoo Kuwait expands GitLab's influence in the telecommunications sector.

Potential sale to Datadog could create strategic synergies and expand market reach.

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