• Manage a portfolio of strategic accounts with full responsibility for the customer lifecycle from onboarding and adoption to the renewal phase • Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services. • Lead strategic meetings and Executive Business Reviews to share tactical advice • Drive the implementation and customer onboarding, taking help from key internal stakeholders with a key focus on ‘time to value’ objectives. • Develop, prepare, and nurture customers for advocacy. • Work with clients to establish business and technical goals or other key performance indicators and aid the customer in achieving these goals. In collaboration with our sales and technical teams, you will be responsible for the customer's renewal and expansion of the platform through up-sells, cross-sells, and add-ons. • Advocate customer needs/issues across product, marketing, and support functions. Align seamlessly with sales, product management, marketing, and engineering teams. Manage the portfolio of the customers that will be in different stages of the life cycle.

Role Description We're hiring a Customer Success Engineer II to help customers successfully use and scale AI infrastructure on Shadeform. As a technical point of contact, you'll: - Investigate, troubleshoot, and resolve customer-reported issues across infrastructure, platform, hardware, and Linux, coordinating with providers as needed. - Manage server provisioning, deployments, and delivery timelines by coordinating across infrastructure providers and internal teams. - Communicate proactively with customers throughout issue resolution and deployment, providing clear updates and setting expectations. - Create and maintain documentation, troubleshooting guides, and operational playbooks that improve internal efficiency and the customer experience. - Monitor recurring issues, identify root causes, and partner with engineering and product teams to drive fixes that improve reliability. - Serve as a technical advocate for customers, surfacing trends and product feedback that shape continuous improvement. - Consistently meet service levels, support KPIs, and customer success objectives while adapting to evolving team priorities. Qualifications - 2+ years in a customer-facing technical role (Customer Success Engineering, Technical Support, Solutions Engineering, or similar), ideally supporting infrastructure or cloud products. - Strong Linux fundamentals: comfortable navigating the command line, reading logs, diagnosing networking and hardware issues, and troubleshooting performance problems. - Proven ability to manage multiple issues and deployments in parallel without dropping details or missing timelines. - Excellent written and verbal communication, with a track record of explaining technical concepts clearly to both technical and non-technical audiences. - A customer-first mindset paired with the judgment to know when to escalate, when to dig deeper, and when to loop in providers or internal teams. - Comfort working in a fast-moving environment where priorities shift and processes are still being built. Requirements - Bonus: Working knowledge of cloud and/or GPU infrastructure (compute, networking, storage); familiarity with GPU servers, drivers, or ML workloads is a strong plus. - Bonus: Experience with provisioning/deployment workflows, scripting (Bash/Python), networking concepts (InfiniBand/RoCE, subnets), or working directly with infrastructure vendors. Benefits - Health, dental, vision, 401(k), flexible PTO Company Description Shadeform is the cloud marketplace for GPU infrastructure. We make it simple for AI teams to find, compare, and launch GPU capacity across every major cloud provider. We're a small, fast-moving team building critical infrastructure for the AI era. We care deeply about clear thinking, strong execution, and working with people who raise the bar for the team around them. The AI infrastructure market is evolving quickly, and we think that creates an opportunity to rethink how modern technical companies approach marketing from the ground up.

• Lead end-to-end software implementation projects for new customers • Understand customer workflows, processes and business requirements • Configure software settings, user permissions and integrations • Coordinate data migration, testing and go-live activities • Deliver engaging training sessions for end users and administrators • Support customers through onboarding and adoption • Work closely with internal technical teams to resolve implementation challenges • Manage project timelines, milestones and deliverables • Act as the primary point of contact for a portfolio of customers • Build strong relationships with key stakeholders and decision-makers • Conduct regular customer reviews and success meetings • Monitor customer engagement and satisfaction • Identify opportunities to expand usage and introduce additional solutions • Support renewals and retention activities • Gather customer feedback and champion product improvements internally • Ensure customers continue to achieve measurable value from our platform

• Engage with customers, via Zoom calls and emails, in a technical consultancy and advisor role during the post-sales process while providing technical and solution guidance • Providing technical, architectural and best practice guidance • Drive the achievement of measurable value (business outcomes), leading to product adoption, renewal, and expansion • Align with Account Executives and Renewals Managers to provide customer-facing subject matter expertise based on the customer’s business objectives • Focus on solution-based programs that are customized to fit an individual customer’s needs • Develop and collaborate on customer workshops, demos, and other enablement • Maintain specialty competency in one or more technologies related to GitLab’s market focus through activities such as training, certification and creation of working examples for reuse internally and by customers and partners • Continuously improve professional skills with a focus on personal mastery and team learning through activities such as training, reading and seeking mentorship from others • Contributes to our docs, YouTube channel, and other enablement programs such as the Digital Journey