• Lead a distributed team of Customer Success Engineers in EMEA to drive GitLab adoption and technical value realization across a pooled book of business. • Develop and execute scalable technical enablement strategies and programs that help customers use GitLab for source code management, CI/CD, DevSecOps, and Agile planning. • Drive creation of repeatable frameworks and systematic solutions that remove adoption barriers and support measurable customer business outcomes. • Collaborate closely with Sales, Renewals, and Customer Success Managers to align technical enablement with commercial objectives, supporting retention and expansion across accounts. • Use data and performance indicators to assess program effectiveness, identify adoption trends, and adjust technical initiatives for greater impact at scale. • Mentor and coach team members to strengthen their DevSecOps expertise, customer engagement skills, and ability to translate technical capabilities into business value. • Champion the voice of the customer by translating field insights and technical pain points into actionable feedback for Product, Engineering, and other cross-functional teams. • Partner with internal stakeholders to ensure customer feedback, feature requests, and adoption insights inform roadmap priorities and improvements to the overall customer experience.

• Own the customer experience from onboarding through post–go-live and renewal. • Proactively check in with customers at defined touchpoints during implementation and after go-live to ensure satisfaction, clarity, and momentum. • Act as the primary relationship owner, ensuring customers feel heard, supported, and confident in their partnership with Shopware. • Coordinate onboarding roadmaps with customers, agency partners, and technology partners. • Track progress against onboarding milestones and communicate status clearly to all parties. • Maintain a strong understanding of Shopware’s platform to confidently guide conversations and assess issues. • Drive adoption of Shopware features and relevant third-party technologies within the ecosystem.

• Serve as the primary post-sales technical expert on key accounts • Troubleshoot and resolve complex issues across custom integrations and data pipelines. • Act as a technical escalation point during onboarding and post-launch. • Facilitate alignment with stakeholders on how to measure and attribute value • Bring clarity to RevOps, Marketing, and Sales Ops on ambiguous data questions • Maintain customer trust when technical answers aren't black-and-white • Create reusable templates, playbooks, and documentation that reduce cycle time • Identify patterns across escalations and advocate for permanent Product fixes • Maintain a technical knowledge base that enables teams to self-serve • Support IMs on complex onboarding projects requiring deep technical expertise • Partner with CSMs to ensure technical issues do not hinder adoption or value realization • Own recurring technical issues post-launch • Represent customer voice in technical product discussions • Collaborate with Product & Engineering on bug triage, feature requests, and release readiness. • Drive systemic improvements based on common patterns observed across customers

• Troubleshoot complex issues in Kubernetes clusters and cloud native environments through deep dive into logs, configurations and even code if needed. • Provide conversational technical support to end customers through slack and ticketing system • Work closely with Engineering and Product teams to escalate bugs and deliver timely resolutions, provide critical inputs to product roadmap through articulated customer feedbacks / requests. • Help customers with onboarding, best practices, and successful adoption of the platform • Take ownership of customer challenges end-to-end and ensure high satisfaction • Contribute to support documentation, troubleshooting guides, and internal knowledge sharing • Be part of building and scaling customer success processes in a hyperscale growth phase startup