Customer Success Architect, CEUR - GitLab

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.

About the Role

The Customer Success Architect (CSA) role is a pivotal addition to our customer success team, focusing on building strong, consultative relationships with our key customers. Our CSAs serve as trusted advisors, leveraging their deep understanding of DevSecOps best practices, industry trends, and our software capabilities to help customers navigate complex challenges and achieve their desired outcomes.

Additionally, our team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others. You can learn more about our team in the CSM handbook.

What You’ll Do

• Partner with customers to turn desired positive business outcomes established in the pre-sales phase into actionable objectives.
• Master the GitLab platform, common best practices, and use cases to guide customers effectively.
• Understand the customer journey and guide them on future adoption.
• Act as the GitLab liaison for questions, issues, or escalations, collaborating with Support, Product Management, and other internal teams.
• Own a book of assigned customers, focusing on increasing adoption, ensuring retention and growth, and driving overall customer satisfaction.
• Remain knowledgeable and up-to-date on GitLab releases.
• Provide immediate onboarding activities and build Customer Success Plans with critical goals and KPIs.
• Program manage account escalations and provide insights regarding the applicability of new GitLab features.
• Support GitLab Services in identifying and recommending training opportunities.

What You’ll Bring

• Understanding of Git and typical branching strategies.
• Knowledge of the software development lifecycle and development pipelines.
• Understanding of continuous integration, continuous deployment, and DevSecOps.
• Prior experience in Customer Success or an equivalent history of increasing satisfaction, adoption, and retention.
• Experience partnering with customers to define and achieve business outcomes.
• Familiarity working with customers of sizes relevant to the assigned segment.
• Exceptional verbal, written, organizational, presentation, and communication skills.
• Detail-oriented, analytical, and a strong team player who is also a self-starter.
• Project management experience and skills.
• Strong technical, analytic, and problem-solving skills.
• Alignment with GitLab's values and willingness to work in accordance with them.
• Ability to travel if needed and comply with the company’s travel policy.
• Demonstrated progressive experience in a related function with direct customer advocacy and engagement experience in post-sales or professional services functions.
• Fluent German language skills.

About the Team

The Customer Success Architect (CSA) team focuses on hands-on technical enablement, adoption, utilization, and maturity—while maintaining strong customer relationships and business alignment.

How GitLab Supports Full-Time Employees

• 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