Customer Success Architect, META

Responsibilities

• Partner with customers to define actionable objectives based on pre-sales plans and desired business outcomes
• Advise customers on GitLab platform best practices and use cases
• Guide customers through the adoption journey, supporting onboarding and ongoing enablement
• Act as the primary GitLab liaison for customer questions, issues, and escalations; collaborate with Product, Engineering, Support, and Professional Services as needed
• Own a set of assigned customers, focusing on increasing adoption, retention, growth, and satisfaction
• Stay up to date on GitLab releases and provide insights on new features
• Develop and maintain Customer Success Plans in collaboration with assigned customers
• Program manage escalations and provide insights on new feature applicability
• Support training opportunity identification in partnership with GitLab Services

Requirements

• Understanding of Git and common branching strategies
• Knowledge of software development lifecycle and development pipeline
• Familiarity with continuous integration, deployment, and DevSecOps
• Prior experience in Customer Success or similar roles focused on satisfaction, adoption, and retention
• Experience working directly with customers to define and achieve business outcomes
• Experience engaging with diverse customer segments
• Excellent communication, presentation, and organizational skills
• Strong analytical, project management, and problem-solving skills
• High attention to detail
• Team player and self-starter mentality
• Willingness to align with company values
• Ability to travel as required
• Demonstrated customer advocacy and post-sales engagement experience
• Fluent Arabic

Benefits

• Remote-first role, work from anywhere in the UAE/META region
• Inclusive and accessible interview process
• Equal opportunity employer; commitment to diversity and inclusion

About the Company

GitLab is an open core software company that develops a comprehensive AI-powered DevSecOps Platform. Used by over 100,000 organizations globally, GitLab’s mission is to enable everyone to contribute to and co-create the software that powers our world. With a strong culture focused on transparency, efficiency, and collaboration, GitLab encourages all team members to leverage AI tools in their work. The company is fully remote and offers opportunities to work with a global, innovative team dedicated to customer success and continuous improvement.