Customer Success Architect

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. *Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab. An overview of this role As a Customer Success Architect, you’ll be an architectural strategic advisor to GitLab's largest and most complex customers, helping them connect our DevSecOps platform to their business goals and realize meaningful, long-term outcomes. You’ll partner closely with customers after the sale to turn pre-sales command plans into concrete success plans, guide them along the customer journey, and drive hands-on enablement, adoption, utilization, and maturity. Reporting into a Senior Manager within our North America Customer Success organization, you’ll own a book of customers, act as their primary GitLab liaison for questions and escalations, and coordinate with Product Management, Engineering, Sales, Professional Services, and Support so customers can navigate complex technical and organizational challenges with confidence. You’ll use your understanding of Git, software development lifecycles, continuous integration, continuous deployment, and DevSecOps practices to help customers adopt best practices and stay current with new GitLab capabilities. In your first year, success looks like driving customer outcomes through technical workshops and architecture guidance, developing trusted relationships with key stakeholders, increasing adoption of the GitLab platform, and strengthening retention, growth, and customer satisfaction across your portfolio. What you’ll do - Lead structured Accelerator programs from discovery through measurement, including defining outcomes, establishing baselines, creating milestones, managing the customer collaboration backlog, and documenting results. - Guide customers on how to best use the GitLab platform, including common DevSecOps best practices, Git workflows, CI/CD, and adoption patterns. - Own a book of customers and drive adoption, retention, expansion, and overall satisfaction through ongoing strategic and technical engagement. - Build and maintain Customer Success Plans, define critical goals and key performance indicators, and track progress with customers over time. - Act as the primary GitLab liaison for assigned accounts, coordinating responses to questions, issues, and escalations across Support, Product Management, Sales, and Professional Services. - Design and deliver structured technical enablement programs, including discovery workshops, custom workshops, and asynchronous guidance, while maintaining clear boundaries between Customer Success advisory work and Professional Services implementation. - Support and lead account escalations by coordinating technical context, follow-up actions, customer communications, and clear exit criteria. - Analyze GitLab usage, adoption, and maturity signals to identify risks, prioritize interventions, and recommend next steps. What you’ll bring - Practical understanding of Git, common branching strategies, and modern software development lifecycles. - Working knowledge of continuous integration, continuous deployment, and DevSecOps practices. - Experience guiding customers through technical or architectural decisions in complex enterprise environments. - Experience facilitating technical workshops, enablement programs, and structured customer adoption initiatives. - Experience partnering with customers to define business outcomes and translate them into actionable success plans, key 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, including handling escalations and coordinating across Support, Product Man

Lead structured Accelerator programs from discovery through measurement, including defining outcomes, establishing baselines, creating milestones, managing the customer collaboration backlog, and documenting results.\nGuide customers on how to best use the GitLab platform, including common DevSecOps best practices, Git workflows, CI/CD, and adoption patterns.\nOwn a book of customers and drive adoption, retention, expansion, and overall satisfaction through ongoing strategic and technical engagement.\nBuild and maintain Customer Success Plans, define critical goals and key performance indicators, and track progress with customers over time.\nAct as the primary GitLab liaison for assigned accounts, coordinating responses to questions, issues, and escalations across Support, Product Management, Sales, and Professional Services.\nDesign and deliver structured technical enablement programs, including discovery workshops, custom workshops, and asynchronous guidance, while maintaining clear boundaries between Customer Success advisory work and Professional Services implementation.\nSupport and lead account escalations by coordinating technical context, follow-up actions, customer communications, and clear exit criteria.\nAnalyze GitLab usage, adoption, and maturity signals to identify risks, prioritize interventions, and recommend next steps.