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Responsibilities
The CSA role is a pivotal addition to our customer success team, focusing on building strong, consultative relationships with our key customers. Our CSAs will 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, our team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others. CSM handbook. What You'll DoPartner with our customers in taking what was established in the pre-sales command plan, and turning the customers desired positive business outcomes into actionable objectivesKnow the GitLab platform, our more common best practices, and use cases in order to guide the customerUnderstand the customer journey and be able to guide them on future adoptionAct as the GitLab liaison for GitLab questions, issues, or escalations. Work with GitLab Support, Product Management (i.e., roadmaps), or other teams as neededOwn a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfactionRemain knowledgeable and up-to-date on GitLab releasesProvide immediate onboarding activitiesWork with assigned customers to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goalsProgram manage account escalations Provide insights with respect to the availability and applicability of new features in GitLab as relevantSupport GitLab Services in identifying and recommending training opportunitiesWhat You'll BringUnderstanding of Git and typical branching strategiesKnowledge of software development lifecycle and development pipelineUnderstanding of continuous integration, continuous deployment, DevSecOpsPrior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retentionExperience partnering with customers to define and achieve business outcomesFamiliarity working with customers of sizes relevant to the assigned segmentExceptional verbal, written, organizational, presentation, and communications skillsDetailed oriented and analytical Strong team player but self-starterProject management experience & skillsStrong technical, analytic, and problem-solving skillsAlignment with our values, and willingness to work in accordance with those valuesAbility to travel if needed and comply with the company's travel policyDemonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functionsFluent GermanAbout the teamThe Customer Success Architect (CSA) team focuses on hands-on technical enablement, adoption, utilization and maturity - while maintaining strong customer relationships and business alignment.How GitLab Supports Full-Time EmployeesBenefits to support your health, finances, and well-beingFlexible Paid Time Off Team Member Resource GroupsEquity Compensation & Employee Stock Purchase PlanGrowth and Development FundParental Leave
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