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GitLab is seeking a Senior Customer Success Architect (CSA) for the Central Europe region (Austria and Germany). This is a pivotal role focused on building strong, consultative relationships with key customers and serving as a trusted advisor on DevSecOps best practices and GitLab's platform capabilities.
You will partner with customers to translate pre-sales command plans into actionable business objectives, guiding them through their adoption journey and ensuring they achieve desired outcomes. You'll own a book of assigned customers, driving adoption, retention, and growth while maintaining high satisfaction levels.
Key responsibilities include:
- Partnering with customers to establish and achieve business outcomes through Customer Success Plans
- Serving as the primary GitLab liaison for customer questions, issues, and escalations
- Providing onboarding activities and ongoing technical enablement
- Guiding customers on platform capabilities, best practices, and future adoption opportunities
- Managing account escalations and program-managing customer success initiatives
- Staying current on GitLab releases and new feature availability
- Collaborating with internal teams (Support, Product Management, Professional Services) to support customer success
- Recommending training and professional services opportunities
The CSA team focuses on hands-on technical enablement, adoption, utilization, and maturity while maintaining strong customer relationships and business alignment.
Requirements:
- Understanding of Git and typical branching strategies
- Knowledge of software development lifecycle and development pipeline
- Understanding of continuous integration, continuous deployment, and 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 communication skills
- Detail-oriented and analytical; strong team player but self-starter
- Project management experience and skills
- Strong technical, analytic, and problem-solving skills
- Demonstrated progressive experience in a related function with direct customer advocacy and engagement in post-sales or professional services
- Fluent German (required)
- Ability to travel if needed and comply with company travel policy
- Alignment with GitLab values
