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For Companies At a Glance
- Tasks: Help customers achieve their goals using GitLab's platform and best practices.
- Company: GitLab is a leading open-core software company revolutionising software development with AI-powered solutions.
- Benefits: Enjoy flexible paid time off, equity compensation, and a supportive remote work environment.
- Why this job: Join a high-performance culture where your voice matters and innovation thrives.
- Qualifications: Experience in customer success or related fields, with strong communication and problem-solving skills.
- Other info: This role is fully remote, allowing you to work from anywhere.
The predicted salary is between 43200 - 72000 £ per year.
An Overview Of This Role
The Customer Success Architect (CSA) team focuses on the themes of align, enable, and expand. 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.
What You’ll Do
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
About The Team
The Customer Success Architect (CSA) team focuses on hands-on technical enablement, adoption, utilization and maturity – while maintaining strong customer relationships and business alignment.
How GitLab Will Support You
- Benefits to support your health, finances, and well-being
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental leave
- Home office support
Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you\\\’re excited about this role, please apply and allow our recruiters to assess your application.
Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.
Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.
GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.
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Customer Success Architect, EMEA employer: GitLab
Contact Detail:
GitLab Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Architect, EMEA
✨Tip Number 1
Familiarise yourself with GitLab's platform and its features. Understanding the software development lifecycle and DevSecOps principles will help you engage in meaningful conversations with potential customers, showcasing your expertise.
✨Tip Number 2
Network with current or former GitLab employees on platforms like LinkedIn. This can provide you with insider knowledge about the company culture and expectations for the Customer Success Architect role, which can be invaluable during interviews.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully partnered with customers in the past. Highlighting your experience in driving customer satisfaction and adoption will demonstrate your capability to excel in this role.
✨Tip Number 4
Stay updated on industry trends and best practices related to customer success and DevSecOps. Being knowledgeable about the latest developments will not only impress interviewers but also show your commitment to continuous learning.
We think you need these skills to ace Customer Success Architect, EMEA
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Customer Success Architect position. Understand the key responsibilities and required skills, such as knowledge of DevSecOps and customer success strategies.
Tailor Your CV: Customise your CV to highlight relevant experience in customer success, software development, and project management. Use specific examples that demonstrate your ability to drive customer satisfaction and adoption.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for GitLab's mission and how your background aligns with the role. Mention specific experiences where you've successfully partnered with customers to achieve business outcomes.
Showcase Your Technical Skills: In your application, emphasise your understanding of Git, branching strategies, and the software development lifecycle. Highlight any relevant technical skills that would make you a strong candidate for the position.
How to prepare for a job interview at GitLab
✨Understand the GitLab Platform
Before your interview, make sure you have a solid understanding of the GitLab platform and its features. Familiarise yourself with common use cases and best practices, as this will help you demonstrate your knowledge and how you can guide customers effectively.
✨Showcase Your Customer Success Experience
Be prepared to discuss your previous experience in customer success or similar roles. Highlight specific examples where you've increased customer satisfaction, adoption, and retention. This will show that you have the skills necessary to excel in the CSA role.
✨Demonstrate Problem-Solving Skills
During the interview, be ready to tackle hypothetical scenarios or challenges that a customer might face. Use your analytical and problem-solving skills to outline how you would approach these situations, showcasing your ability to think critically and provide solutions.
✨Align with Company Values
GitLab places a strong emphasis on its values and culture. Make sure to research these values and think about how they resonate with you. Be prepared to discuss how you align with their mission and how you can contribute to their high-performance culture.
