GitLab is an open-core software company that develops the most comprehensive
AI-powered DevSecOps Platform
[https://about.gitlab.com/solutions/devops-platform], used by more than 100,000
organizations. Our mission [https://about.gitlab.com/company/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 human progress. Our platform unites teams and
organizations, breaking down barriers and redefining what's possible in software
development. Thanks to products like Duo Enterprise
[https://about.gitlab.com/gitlab-duo/] and Duo Agent Platform
[https://about.gitlab.com/blog/gitlab-duo-agent-platform-what-is-next-for-intelligent-devsecops/],
customers get AI benefits at every stage of the SDLC.
The same principles built into our products are reflected in how our team works:
we embrace AI as a core productivity multiplier, with all team members expected
to incorporate AI into their daily workflows to drive efficiency, innovation,
and impact. GitLab is where careers accelerate, innovation flourishes, and every
voice is valued. Our high-performance culture is driven by our values
[https://handbook.gitlab.com/handbook/values/] and continuous knowledge
exchange, enabling our team members to reach their full potential while
collaborating with industry leaders to solve complex problems. Co-create the
future with us [https://www.youtube.com/watch?v=OuZIb5zszQI] as we build
technology that transforms how the world develops software.
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
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, the team serves as liaisons between the customer and the GitLab
ecosystem, streamlining collaboration with Product Management, Engineering,
Sales, Professional Services, and others.
The CSA team focuses on hands-on technical enablement, adoption, utilization,
and maturity - while maintaining strong customer relationships and business
alignment.
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
HOW GITLAB WILL SUPPORT YOU
HIRING PROCESS
Candidates for this position can expect the hiring process to follow the order
below. Please keep in mind that candidates can be declined from the position at
any stage of the process. To learn more about someone who may be conducting the
interview, find their job title on our team page
[https://about.gitlab.com/company/team/].
RECRUITER SCREENING
Qualified candidates will be invited to schedule a 30 minute screening call
[https://about.gitlab.com/handbook/hiring/interviewing/#screening-call] with one
of our Global Recruiters.
HIRING MANAGER INTERVIEW
The hiring manager interview is the first of the interviews with the Customer
Success team. This interview is with the manager of the team the candidate is
applying to join. It is a 45 minute interview.
PEER INTERVIEW
The peer interview is conducted by an individual contributor who is a member of
the team the candidate is applying to join. Peer interviewers are selected by
the hiring manager. This is a 45 minute interview.
PANEL INTERVIEW
The panel interview consists of several members of the Customer Success team. It
typically includes the hiring manager and 1-2 other team members. This is a 60
minute interview, with the following format:
- Live demonstration based on the guidance provided ahead of the interview by
the recruiter
- General discussion and questions from the panel
EXECUTIVE INTERVIEW
Conducted by the Director of Customer Success, this is a discussion with the
candidate as a final assessment interview to evaluate the candidate’s
suitability for the role. This is a 30 minute interview.
REFERENCE AND BACKGROUND CHECK
Once the candidate has successfully completed all interview stages with positive
recommendations at each stage, GitLab will complete reference checks
[https://about.gitlab.com/handbook/hiring/interviewing/#reference-check-process] and
a background check
[https://about.gitlab.com/handbook/hiring/interviewing/#background-checks].
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
[https://about.gitlab.com/company/culture/inclusion/#examples-of-select-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.
The base salary range for this role’s listed level is currently for residents of
listed locations only. Grade level and salary ranges are determined through
interviews and a review of education, experience, knowledge, skills, abilities
of the applicant, equity with other team members, and alignment with market
data. See more information on our benefits
[https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/]
and equity [https://about.gitlab.com/handbook/stock-options/]. Sales roles are
also eligible for incentive pay targeted at up to 100% of the offered base
salary.
California/Colorado/Hawaii/New Jersey/New York/Washington/DC/Illinois/Minnesota
pay range
$77,000—$166,500 USD
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.
[https://handbook.gitlab.com/handbook/hiring/candidate-faq/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
[https://about.gitlab.com/handbook/people-policies/inc-usa/#equal-employment-opportunity-policy] and EEO
is the Law
[https://about.gitlab.com/handbook/labor-and-employment-notices/#eeoc-us-equal-employment-opportunity-commission-notices].
If you have a disability or special need that requires accommodation
[https://about.gitlab.com/handbook/people-policies/inc-usa/#reasonable-accommodation],
please let us know during the recruiting process
[https://about.gitlab.com/handbook/hiring/interviewing/#adjustments-to-our-interview-process].
