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GitLab is seeking a Senior Customer Success Architect to serve as a trusted strategic advisor and technical authority for enterprise and government customers in the APJ region. In this senior individual-contributor role, you will drive adoption, utilization, and technical maturity of GitLab's DevSecOps platform for complex, high-value accounts.
You will own a portfolio of strategic enterprise and government customers, translating pre-sales command plans into measurable success plans aligned with business outcomes. Working closely with VP- and C-level stakeholders, you'll advise on business transformation, application modernization, platform strategy, and organizational DevSecOps transformation. You'll coordinate cross-functional resolution of high-priority issues, directing efforts across Product Management, Engineering, Sales, Professional Services, and Support.
Key responsibilities include:
- Owning a book of enterprise and government customers and driving adoption, retention, expansion, and satisfaction through strategic engagement
- Serving as the senior post-sales strategic, business, and technical advisor for complex, high-value accounts
- Translating business outcomes into rigorous Customer Success Plans with regular executive reviews
- Leading large-scale DevSecOps platform consolidation initiatives for regulated enterprises and government entities
- Owning end-to-end resolution of critical, multi-team escalations
- Shaping playbooks, best practices, and technical standards for the CSA team
- Acting as an escalation point for technically or politically complex situations
You bring deep technical expertise in CI/CD, cloud platforms, multi-cloud, hybrid architecture, and enterprise DevSecOps practices. You're comfortable operating with ambiguity, have led high-stakes pre- or post-sales customer engagements in large complex accounts across multiple industries, and can credibly advise executive-level stakeholders on platform strategy and business transformation. Success in year one means establishing yourself as a trusted senior advisor, building strong stakeholder relationships, improving platform maturity, leading retention conversations, and increasing customer satisfaction.
