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 help some of GitLab’s most important customers align our DevSecOps platform with their business goals and turn plans into lasting outcomes. You’ll partner with customers after the sale to translate pre-sales command plans into clear success plans, guide adoption and maturity, and provide hands-on technical enablement across Git workflows, software development lifecycles, continuous integration, continuous deployment, and DevSecOps practices . Reporting to a Senior Manager within our North America Customer Success organization, you’ll own a portfolio of customers, serve as their primary GitLab liaison, and work across Product Management, Engineering, Sales, Professional Services, and Customer Service to help them navigate technical and organizational complexity. What you’ll do Partner with customers to turn pre-sales command plans and desired business outcomes into actionable objectives and clear success criteria. Guide customers on effective use of the GitLab platform, including DevSecOps best practices, Git workflows, continuous integration, continuous deployment, and adoption patterns. Own a portfolio of customers and advance adoption, retention, expansion, and overall satisfaction through ongoing strategic and technical engagement. Build and maintain Customer Success Plans that define customer goals, key performance indicators, and progress over time. Act as the primary GitLab liaison for assigned accounts, coordinating questions, issues, and escalations across Customer Service, Product Management, Sales, and Professional Services. Provide hands-on onboarding and technical enablement, including education on new GitLab features, releases, and relevant use cases. Program manage account escalations by clarifying root causes, coordinating follow-up actions, and keeping stakeholders informed. Collaborate with Services and internal partners to identify training, enablement, and maturity opportunities aligned to customer needs. 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 partnering with customers to define business outcomes and translate them into success plans, goals, and measures. Background in customer success, post-sales, or professional services work focused on adoption, retention, and customer satisfaction. Ability to manage a portfolio of customers, including coordinating across Customer Service, Product Management, Sales, and Professional Services