<div class="content-intro"><p>GitLab is an open core software company that develops the most comprehensive&nbsp;<a class="c-link" href="https://about.gitlab.com/solutions/devops-platform" target="_blank" data-stringify-link="https://about.gitlab.com/solutions/devops-platform" data-sk="tooltip_parent">AI-powered DevSecOps Platform</a>, used by more than 100,000 organizations. Our&nbsp;<a class="c-link" href="https://about.gitlab.com/company/mission" target="_blank" data-stringify-link="https://about.gitlab.com/company/mission" data-sk="tooltip_parent">mission</a>&nbsp;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&nbsp;<a class="c-link" href="https://about.gitlab.com/handbook/using-gitlab-at-gitlab" target="_blank" data-stringify-link="https://about.gitlab.com/handbook/using-gitlab-at-gitlab" data-sk="tooltip_parent">operations</a>&nbsp;on our product and staying aligned with our&nbsp;<a class="c-link" href="https://about.gitlab.com/handbook/values" target="_blank" data-stringify-link="https://about.gitlab.com/handbook/values" data-sk="tooltip_parent">values</a>. Learn more about&nbsp;<a class="c-link" href="https://vimeo.com/gitlab/gettoknowgitlab" target="_blank" data-stringify-link="https://vimeo.com/gitlab/gettoknowgitlab" data-sk="tooltip_parent">Life at GitLab</a>.</p></div><p><strong>This position is remote and due to the nature or 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.&nbsp;</strong></p>
<h2 id="responsibilities"></h2>
<div class="content-intro">
<p>The GitLab&nbsp;<a class="editor-rtfLink" href="https://about.gitlab.com/solutions/devops-platform/" target="_blank">DevOps platform</a>&nbsp;empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the&nbsp;<a class="editor-rtfLink" href="https://about.gitlab.com/company/culture/all-remote/guide/" target="_blank">world’s largest all-remote companies</a>&nbsp;with 1,800+ team members and&nbsp;<a class="editor-rtfLink" href="https://about.gitlab.com/handbook/values/" target="_blank">values</a>&nbsp;that guide a culture where people embrace the belief that&nbsp;everyone can contribute.</p>
</div>
<div class="lead">The Customer Success Architect (CSA) team focuses on the themes of align, enable, and expand.</div>
<header class="article-meta"></header>
<p>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.</p>
<p>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.</p>
<p>Additionally, our team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others.&nbsp;<a href="https://handbook.gitlab.com/handbook/customer-success/csm/">CSM handbook</a>.</p>
<p>The Customer Success Architect (CSA) team focuses on hands-on technical enablement, adoption, utilization and maturity - while maintaining strong customer relationships and business alignment.</p>
<h2>Responsibilities</h2>
<ul>
<li>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</li>
<li>Know the GitLab platform, our more common best practices, and use cases in order to guide the customer</li>
<li>Understand the customer journey and be able to guide them on future adoption</li>
<li>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</li>
<li>Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction</li>
<li>Remain knowledgeable and up-to-date on GitLab releases</li>
<li>Provide immediate onboarding activities</li>
<li>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</li>
<li>Program manage account escalations Provide insights with respect to the availability and applicability of new features in GitLab as relevant</li>
<li>Support GitLab Services in identifying and recommending training opportunities</li>
</ul>
<h2>Requirements</h2>
<ul>
<li>Understanding of Git and typical branching strategies</li>
<li>Knowledge of software development lifecycle and development pipeline</li>
<li>Understanding of continuous integration, continuous deployment, DevSecOps</li>
<li>Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention</li>
<li>Experience partnering with customers to define and achieve business outcomes</li>
<li>Familiarity working with customers of sizes relevant to the assigned segment</li>
<li>Exceptional verbal, written, organizational, presentation, and communications skills</li>
<li>Detailed oriented and analytical Strong team player but self-starter</li>
<li>Project management experience &amp; skills</li>
<li>Strong technical, analytic, and problem-solving skills</li>
<li>Alignment with our values, and willingness to work in accordance with those values</li>
<li>Ability to travel if needed and comply with the company’s travel policy</li>
<li>Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions</li>
</ul>
<h2>Hiring Process</h2>
<ul>
<li>
<p>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&nbsp;<a href="https://about.gitlab.com/company/team/">team page</a>.</p>
<h3 id="recruiter-screening" class="header-link-title">Recruiter Screening</h3>
<p>Qualified candidates will be invited to schedule a 30 minute&nbsp;<a href="https://about.gitlab.com/handbook/hiring/interviewing/#screening-call">screening call</a>&nbsp;with one of our Global Recruiters.</p>
<h3 id="hiring-manager-interview" class="header-link-title">Hiring Manager Interview</h3>
<p>The hiring manager interview is the first of the interviews with the Technical Account Manager team. This interview is with the manager of the team the candidate is applying to join. It is a 30 minute interview.</p>
<h3 id="peer-interview" class="header-link-title">Peer Interview</h3>
<p>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 30 minute interview.</p>
<h3 id="panel-interview" class="header-link-title">Panel Interview</h3>
<p>The panel interview consists of several members of the Technical Account Manager team. It typically includes the hiring manager and two other team members. This is a 60 minute interview, with the following format:</p>
<ul>
<li>Live demonstration based on the guidance provided ahead of the interview by the recruiter</li>
<li>General discussion and questions from the panel</li>
</ul>
</li>
</ul>
<p class="p1"><span style="color: rgb(255, 255, 255);">#LI-YP1</span></p><div class="content-conclusion"><hr>
<p><strong>Country Hiring Guidelines: </strong>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.&nbsp;&nbsp;</p>
<p><strong>Privacy Policy: </strong>Please review our <a href="https://handbook.gitlab.com/handbook/hiring/candidate-faq/recruitment-privacy-policy/" target="_blank">Recruitment Privacy Policy.</a> Your privacy is important to us.</p>
<p>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&nbsp;<a href="https://about.gitlab.com/handbook/people-policies/inc-usa/#equal-employment-opportunity-policy" target="_blank">GitLab’s EEO Policy</a>&nbsp;and&nbsp;<a href="https://about.gitlab.com/handbook/labor-and-employment-notices/#eeoc-us-equal-employment-opportunity-commission-notices" target="_blank">EEO is the Law</a>. If you have a disability or special need that requires&nbsp;<a href="https://about.gitlab.com/handbook/people-policies/inc-usa/#reasonable-accommodation" target="_blank">accommodation</a>, please let us know during the&nbsp;<a href="https://about.gitlab.com/handbook/hiring/interviewing/#adjustments-to-our-interview-process" target="_blank">recruiting process</a>.</p></div>

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 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](https://about.gitlab.com/handbook/using-
gitlab-at-gitlab) on our product and staying aligned with our
[values](https://about.gitlab.com/handbook/values). Learn more about [Life at
GitLab](https://vimeo.com/gitlab/gettoknowgitlab).

 **This position is remote and due to the nature or 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.  **

##

The GitLab [DevOps platform](https://about.gitlab.com/solutions/devops-
platform/) empowers 100,000+ organizations to deliver software faster and more
efficiently. We are one of the [world’s largest all-remote
companies](https://about.gitlab.com/company/culture/all-remote/guide/) with
1,800+ team members and [values](https://about.gitlab.com/handbook/values/)
that guide a culture where people embrace the belief that everyone can
contribute.

The Customer Success Architect (CSA) team focuses on the themes of align,
enable, and expand.

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
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](https://handbook.gitlab.com/handbook/customer-success/csm/).

The Customer Success Architect (CSA) team focuses on hands-on technical
enablement, adoption, utilization and maturity - while maintaining strong
customer relationships and business alignment.

## Responsibilities

  * 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

## 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
  * Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions

## 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 Technical
Account Manager team. This interview is with the manager of the team the
candidate is applying to join. It is a 30 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 30 minute interview.

### Panel Interview

The panel interview consists of several members of the Technical Account
Manager team. It typically includes the hiring manager and two 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

#LI-YP1

* * *

**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).

