Customer Success Architect
Remote
Job Summary
Partner with customers to translate pre-sales command plans into actionable business objectives, guide them through GitLab platform best practices, and establish Customer Success Plans with critical goals. Act as the primary liaison for escalations, issues, and feature availability inquiries, coordinating with Support, Product Management, and Engineering teams. Own assigned accounts to drive adoption, retention, and growth while delivering immediate onboarding activities and recommending training opportunities. Maintain up-to-date knowledge of GitLab releases and DevSecOps trends to provide insights on new feature applicability. Fluent in English and Arabic, with the ability to travel as needed.
Required Qualifications
- 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
- Fluent in English and Arabic
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