Customer Success Architect at GitLab

Customer Success Architect at GitLab

GitLab is the intelligent orchestration platform for DevSecOps. We empower organizations to dramatically increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. With over 50 million registered users and trusted by more than 50% of the Fortune 100, GitLab fosters a culture where AI is embraced as a core productivity multiplier. We are committed to continuous knowledge exchange, allowing our team members to reach their full potential while solving complex problems and co-creating the future of software development.

Role Overview

As a Customer Success Architect, you will serve as a strategic advisor to some of GitLab’s most critical customers. Your mission is to help these clients successfully integrate our DevSecOps platform with their specific business objectives, ensuring they achieve meaningful, long-term outcomes. You will collaborate closely with customers post-sale, transitioning pre-sales command plans into concrete success plans. You will guide clients throughout the customer journey, driving hands-on enablement, adoption, utilization, and overall maturity of the platform.

Reporting to a Senior Manager within the North America Customer Success organization, you will manage a dedicated book of customers. You will act as their primary point of contact for questions and escalations, coordinating efforts across Product Management, Engineering, Sales, Professional Services, and Support to help customers navigate complex technical and organizational challenges with confidence. Leveraging your expertise in Git, software development lifecycles, CI/CD, and DevSecOps practices, you will guide customers toward adopting best practices and staying current with GitLab's latest capabilities. Success in your first year will be defined by building strong, consultative relationships with key stakeholders, increasing platform adoption, and strengthening retention, growth, and customer satisfaction across your portfolio.

Key Responsibilities

• Partner with customers to translate pre-sales command plans and desired business outcomes into actionable objectives and clear success criteria.
• Guide customers on optimally using the GitLab platform, including common DevSecOps best practices, Git workflows, CI/CD pipelines, and adoption patterns.
• Own a portfolio of customers, driving adoption, retention, expansion, and overall satisfaction through continuous strategic and technical engagement.
• Develop and maintain Customer Success Plans, defining critical goals and key performance indicators, and tracking progress with customers over time.
• Serve as the primary GitLab liaison for assigned accounts, coordinating responses to questions, issues, and escalations across Support, Product Management, Sales, and Professional Services.
• Deliver hands-on technical enablement and onboarding, including education on new GitLab features, releases, and relevant use cases.
• Program manage account escalations, ensuring root causes are thoroughly understood, follow-up actions are owned, and all stakeholders remain informed.
• Collaborate with Services and other internal teams to identify and recommend training, enablement, and maturity opportunities tailored to customer needs.

What You Will Bring

• Practical knowledge of Git, common branching strategies, and modern software development lifecycles.
• A working understanding of continuous integration, continuous deployment, and DevSecOps methodologies.
• Proven experience partnering with customers to define business outcomes and translate them into concrete success plans, goals, and metrics.
• A background in customer success, post-sales, or professional services roles focused on driving adoption, retention, and customer satisfaction.
• The ability to manage a portfolio of customers, adeptly handling escalations and coordinating across multiple internal teams like Support, Product Management, Sales, and Professional Services.
• Strong communication, presentation, and organizational abilities, complemented by keen attention to detail and analytical thinking.
• Experience planning and managing technical projects or initiatives, including identifying necessary training and enablement requirements.
• Alignment with GitLab’s core values and a willingness to apply transferable skills from diverse roles or industries, with flexibility to travel as needed per company policy.

About the Team and Company Culture

You will be part of GitLab’s Customer Success organization. Our mission is centered on helping customers align the GitLab platform with their business objectives by providing hands-on technical enablement, boosting adoption, utilization, and DevSecOps maturity, all while cultivating strong, consultative relationships. As Customer Success Architects, you act as trusted advisors and key liaisons between clients and the wider GitLab ecosystem, working closely with Product Management, Engineering, Sales, Support, and Professional Services to address queries, shape roadmaps, and manage escalations.

We operate in a fully remote, asynchronous environment, coordinating across different time zones to effectively support a defined set of strategic accounts and ensure lasting customer success.

Benefits Provided by GitLab for Full Time Employees

• Comprehensive benefits to support your health and finances.
• Flexible Paid Time Off.
• Team Member Resource Groups.
• Equity Compensation & Employee Stock Purchase Plan.
• Growth and Development Fund.
• Parental Leave support.

A Note on Candidates: We warmly welcome interest from candidates with various levels of experience. We recognize that not every successful candidate meets every single requirement. Furthermore, research shows that individuals from underrepresented groups are less likely to apply unless they feel they meet every qualification. If this role excites you, please apply, and let our recruiters assess your application.

Global Hiring Guidelines: GitLab hires team members from countries all around the world. While all our roles are remote, some specific positions may carry location-based eligibility requirements. Our Talent Acquisition team can provide clarity on location after the recruiting process begins.