Customer Success Architect

Join GitLab as a Customer Success Architect, where you'll be a strategic advisor to key customers, helping them connect our DevSecOps platform to their business goals. You'll guide customers along their journey, drive hands-on enablement, adoption, utilization, and maturity, and act as their primary liaison for questions and escalations. This is a remote position with a focus on building strong relationships, increasing adoption, and strengthening customer satisfaction.

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement

Responsibilities

• 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.
• 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.
• Build and maintain Customer Success Plans, define critical goals and key performance indicators, and track progress with customers over time.
• Ability to manage a portfolio of customers, including handling escalations and coordinating across Support, Product Management, Sales, and Professional Services

Requirements

• Practical understanding of Git, common branching strategies, and modern software development lifecycles
• Alignment with GitLab’s values and interest in applying transferable skills from related roles or industries, with flexibility to travel as needed according to company policy
• Experience planning and managing projects or initiatives in technical environments, including identifying training and enablement needs
• Background in customer success, post-sales, or professional services roles focused on adoption, retention, and satisfaction
• Strong communication, presentation, and organizational skills, with attention to detail and analytical thinking
• 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, key goals, and measures