Customer Success Architect
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Job Description
Customer Success Architect guiding customers through GitLab’s DevSecOps adoption and technical enablement. Driving platform utilization, retention, expansion, and measurable business outcomes.
Responsibilities:
- Translate pre-sales command plans into actionable objectives tied to customer business outcomes
- Guide customers in using the GitLab platform and applying DevSecOps, CI/CD, and Git best practices
- Lead customers through onboarding, enablement, utilization, and platform maturity
- Own a customer portfolio and drive adoption, retention, expansion, and satisfaction
- Act as the primary GitLab liaison, coordinating on questions, issues, roadmaps, and escalations
- Build and maintain Customer Success Plans, goals, and KPIs
- Program manage account escalations through timely coordination and resolution
- Stay current on GitLab releases and provide product-use recommendations
- Identify and recommend training and services opportunities
Requirements:
- Proven experience in customer success, post-sales, or professional services roles with a focus on driving adoption, retention, and measurable business outcomes
- Practical understanding of Git, common branching strategies, and the software development lifecycle, including continuous integration, continuous deployment, and DevSecOps practices
- Ability to act as a trusted advisor to technical and business stakeholders
- Strong written and verbal communication, presentation, and technical explanation skills
- Demonstrated project management capabilities, including organizing work, managing escalations, and coordinating across internal teams
- Analytical and problem-solving skills to interpret customer data, identify risks or opportunities, and recommend actionable next steps
- Comfort working independently and as part of a distributed team
- Openness to travel as needed and ability to apply transferable skills from related roles or industries
Benefits:
- Benefits to support your health, finances, and well-being
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental Leave
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