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GitLab is seeking a Customer Success Architect to serve as a strategic advisor to key enterprise customers, helping them align the GitLab DevSecOps platform with their business objectives and drive long-term value realization.
In this role, you will own a portfolio of strategic accounts and act as the primary GitLab liaison for customer questions, escalations, and strategic initiatives. You'll partner closely with customers post-sale to translate pre-sales command plans into concrete success plans, guide them through their adoption journey, and drive hands-on enablement across Git workflows, CI/CD, and DevSecOps best practices.
Key responsibilities include:
- Translating customer business outcomes into actionable success plans with clear KPIs and milestones
- Providing technical guidance on GitLab platform adoption, Git workflows, CI/CD pipelines, and DevSecOps maturity
- Owning customer portfolio management, driving adoption, retention, expansion, and satisfaction metrics
- Building and maintaining Customer Success Plans with defined goals and progress tracking
- Coordinating cross-functional responses to escalations and complex technical challenges involving Support, Product Management, Sales, and Professional Services
- Delivering hands-on technical enablement, training on new features, and onboarding programs
- Managing account escalations end-to-end, ensuring root causes are addressed and stakeholders remain informed
- Identifying and recommending training, enablement, and maturity opportunities aligned to customer needs
You'll report to a Senior Manager within the North America Customer Success organization and work in an all-remote, asynchronous environment coordinating across time zones.
REQUIREMENTS:
- Practical understanding of Git, common branching strategies, and modern software development lifecycles
- Working knowledge of continuous integration, continuous deployment, and DevSecOps practices
- Experience partnering with customers to define business outcomes and translate them into actionable success plans, goals, and measures
- Background in customer success, post-sales, or professional services roles focused on adoption, retention, and satisfaction
- Ability to manage a portfolio of customers, handle escalations, and coordinate across Support, Product Management, Sales, and Professional Services
- Strong communication, presentation, and organizational skills with attention to detail and analytical thinking
- Experience planning and managing projects or initiatives in technical environments, including identifying training and enablement needs
- Alignment with GitLab's values and willingness to apply transferable skills from related roles or industries; flexibility to travel as needed per company policy
