Customer Success Strategist

1 week ago


New York, New York, United States GitLab Full time
About the Role

We are seeking a highly skilled Customer Success Architect to join our team at GitLab. As a Customer Success Architect, you will play a pivotal role in providing unparalleled value to our customers by aligning our platform with their unique business objectives and driving long-term success.

Responsibilities
  • Partner with our customers to define and achieve business outcomes
  • Know the GitLab platform, our best practices, and use cases to guide the customer
  • Understand the customer journey and guide them on future adoption
  • Act as the GitLab liaison for GitLab questions, issues, or escalations
  • Own a book of assigned customers, focusing 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
Requirements
  • 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
About GitLab

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.

This position is remote and due to the nature of the customers you will be supporting, we are only considering candidates in Australia and who are Permanent Residents Or Citizens. Candidates outside of these locations will NOT be considered.



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