SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
GitLab is seeking a Customer Success Architect to serve as a trusted strategic advisor and technical authority for enterprise and government customers across Japan. In this individual-contributor role, you will drive adoption, retention, and expansion of GitLab's DevSecOps platform by translating pre-sales command plans into measurable success plans, guiding customers through their journey, and directly influencing renewal and expansion decisions through executive-level engagement.
You will own a portfolio of GitLab's most strategic enterprise and government accounts, acting as the executive-level technical liaison and coordinating cross-functional resolution of high-priority issues across Product Management, Engineering, Sales, Professional Services, and Support. Your deep technical expertise in CI/CD, cloud platforms, multi-cloud, hybrid architecture, and enterprise DevSecOps practices will shape customers' long-term platform strategy and help them achieve quantifiable business outcomes.
Key responsibilities include: owning a book of enterprise and government customers and driving adoption, retention, and satisfaction through strategic engagement; serving as the senior post-sales advisor for complex, high-value accounts; translating business outcomes into rigorous Customer Success Plans with clearly defined goals and adoption milestones; providing deep technical guidance on enterprise-scale CI/CD architecture, DevSecOps maturity models, and platform consolidation strategy; leading end-to-end resolution of critical, cross-functional escalations; designing and delivering technical enablement programs at scale; advising on cloud and platform architecture decisions with enterprise-wide impact; guiding customers on GitLab best practices including Git workflows, branching strategies, CI/CD pipeline design, and security scanning configuration; and collaborating with Professional Services and Sales to identify expansion opportunities.
You will report into the APJ Customer Success organization and work remotely across time zones with a team composed of members supporting strategic accounts across the region. Success in your first year will involve establishing yourself as a trusted senior advisor across flagship accounts, building strong relationships with key stakeholders, materially improving platform maturity, leading retention and renewal conversations, and increasing customer satisfaction across your portfolio.
REQUIREMENTS:
- Must be a Japanese citizen based in Japan
- Mandatory Japanese (native or professional level) and English language proficiency
- Hands-on experience building or owning CI/CD pipelines end-to-end, including pipeline as code, multi-stage design, artifact management, and troubleshooting in real-world environments
- Career built across different direct customer-facing engagement roles such as Technical Account Management, Technical Solution Sales, Pre-sales, Business Development, Consulting, or Professional Services across customers in different industry verticals (Government, Banking, Financial Services, Insurance, Manufacturing, Telecommunications)
- Experience with multiple technology and platform transitions such as on-premise to cloud, application modernization from monolith to microservices, and Waterfall to DevOps to DevSecOps
- Demonstrated track record as the person senior people call when an account is in crisis, with sustained career of enterprise or government account ownership
- Credible judgment earned by personally owning outcomes of dozens of complex enterprise customer account engagements with real commercial, technical, and reputational stakes
- Consistent track record of being trusted by customer executives and internal leadership to operate with minimal oversight in ambiguous and high-pressure situations
- Deep, hands-on expertise in DevSecOps practices, including shift-left security and integrating SAST, DAST, SCA, and container scanning into development workflows; architecting and troubleshooting CI/CD pipelines at enterprise scale
- Expert-level understanding of Git, merge request workflows, and delivery lifecycles; personal experience guiding organizations through branching strategies such as trunk-based development and GitFlow
- Demonstrated experience with infrastructure as code, GitOps, cloud and on-premises environments supporting GitLab deployments, including networking, identity and access management (IAM), secrets management, and deployment considerations for regulated or high-security environments
- Demonstrated experience partnering with customers to turn business requirements into actionable success plans with measurable goals and verifiable business outcomes suitable for executive-level quarterly reporting
- Demonstrated ability to drive product adoption, dive deep into assigned accounts, and scale influence within accounts
- Demonstrated ability to build and defend executive-level business cases (TCO, compliance, risk) that influence budget and platform strategy decisions
- Demonstrated ability to operate with autonomy in ambiguous, high-stakes situations with strong communication, stakeholder management, and organizational experience to manage a portfolio of enterprise and government customers, balance multiple priorities, guide escalations, and coordinate effectively across customer and internal cross-functional teams
