[Hiring] Customer Success Manager @GitLab

Role Description

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.

• Serve as trusted advisors, leveraging deep understanding of DevSecOps best practices, industry trends, and software capabilities.
• Help customers navigate complex challenges and achieve desired outcomes.
• Act as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others.
• Focus on hands-on technical enablement, adoption, utilization, and maturity while maintaining strong customer relationships and business alignment.

What you'll do:

• Engage with customers in a technical consultancy and advisor role during the post-sales process while providing technical and solution guidance.
• Provide 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, Solutions Architects, 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.

Qualifications

• 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.
• 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 GitLab's values and willingness to work in accordance with those values.
• Willingness to travel if needed and comply with the company’s travel policy.

Benefits

• Flexible Paid Time Off.
• Team Member Resource Groups.
• Equity Compensation & Employee Stock Purchase Plan.
• Growth and Development Fund.
• Parental leave.
• Home office support.