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GitLab develops an AI-powered DevSecOps platform that brings software development, security, and operations together in one environment. Its products support source code management, AI-assisted development, CI/CD automation, compliance, and vulnerability management across the software delivery lifecycle. GitLab serves organizations looking to coordinate engineering, security, and operations workflows while delivering software more efficiently. Job seekers exploring roles at GitLab may find opportunities connected to software engineering, cloud infrastructure, cybersecurity, artificial intelligence, product development, and other functions supporting its unified platform.
Senior Customer Success Architect – GitLab (Austria, Remote)
Guide customers in Austria and Germany through GitLab adoption, retention, and growth. Turn DevSecOps priorities into practical success plans and measurable outcomes.
Description
- Translate pre-sales plans and desired business outcomes into clear customer objectives.
- Advise customers on the GitLab platform, best practices, and use cases.
- Map customer journeys and guide future adoption.
- Serve as GitLab’s point of contact for customer questions, issues, and escalations.
- Work with Support, Product Management, Engineering, Sales, Professional Services, and other teams.
- Manage an assigned customer portfolio, supporting adoption, retention, growth, and satisfaction.
- Keep up to date with GitLab releases.
- Deliver prompt onboarding activities.
- Create Customer Success Plans with key goals and performance indicators.
- Coordinate account escalations.
- Explain the availability and relevance of new GitLab features.
- Help GitLab Services identify and recommend training opportunities.
Requirements
- Understand Git and common branching strategies.
- Know the software development lifecycle and development pipelines.
- Understand continuous integration, continuous deployment, and DevSecOps.
- Have Customer Success experience or a comparable record of improving satisfaction, adoption, and retention.
- Have experience partnering with customers to define and achieve business outcomes.
- Be familiar with customers of sizes relevant to the assigned segment.
- Bring excellent verbal, written, organizational, presentation, and communication skills.
- Be detail-oriented and analytical.
- Be a collaborative team player and self-starter.
- Have project management experience and skills.
- Bring strong technical, analytical, and problem-solving skills.
- Align with GitLab’s values and be willing to work in accordance with them.
- Be able to travel as needed and follow the company travel policy.
- Have progressive experience in a related function, including direct customer advocacy and engagement in post-sales or professional services.
- Be fluent in German.
- Be able to incorporate AI into daily workflows.
Benefits
- Programs supporting health, finances, and well-being.
- Flexible paid time off.
- Team Member Resource Groups.
- Equity compensation and an Employee Stock Purchase Plan.
- Growth and Development Fund.
- Parental leave.
- Support programs for full-time employees.
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