Customer Success Architect - GitLab

About the Role

As a Customer Success Architect, you will serve as a strategic advisor to GitLab’s most important customers. You will partner with them post-sale to translate business goals into concrete success plans, driving adoption, utilization, and DevSecOps maturity. You will act as the primary liaison between the customer and internal teams, including Product, Engineering, Sales, and Support.

What You’ll Do

• Strategic Partnership: Translate pre-sales command plans into actionable objectives and clear success criteria.
• Technical Guidance: Advise customers on DevSecOps best practices, Git workflows, and CI/CD adoption patterns.
• Account Management: Own a book of customers, driving retention, expansion, and satisfaction through ongoing engagement.
• Program Management: Build and maintain Customer Success Plans, tracking KPIs and progress over time.
• Liaison: Coordinate responses to technical questions, issues, and escalations across internal departments.
• Enablement: Provide hands-on technical onboarding and education on new GitLab features and releases.

What You’ll Bring

• Practical understanding of Git, branching strategies, and modern software development lifecycles.
• Working knowledge of CI/CD and DevSecOps practices.
• Experience in customer success, post-sales, or professional services roles.
• Proven ability to manage a portfolio of customers and coordinate cross-functional responses to escalations.
• Strong communication, presentation, and analytical skills.
• Experience managing projects in technical environments.
• Alignment with GitLab’s values and a collaborative mindset.

About the Team

We are a remote-first, asynchronous team dedicated to helping customers align the GitLab platform with their business objectives. We act as trusted advisors, navigating complex technical and organizational challenges to ensure long-term success.