Customer Success Architect, Japan - 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.

An overview of this role

As a Customer Success Architect, you'll serve as a trusted strategic advisor and technical authority to some of GitLab's most complex and high-value Enterprise and Government customers across Japan. You will drive and shape how our largest customers adopt GitLab's intelligent DevSecOps platform to achieve their business goals and realize meaningful, long-term outcomes.

This is an individual-contributor role for someone who has led pre- or post-sales customer engagements in large, complex accounts across multiple industry domains to drive quantifiable business outcomes. You'll own a portfolio of GitLab's most strategic enterprise and Government accounts, acting as the executive-level technical liaison and driving cross-functional resolution of high-priority issues.

What you’ll do

• Own a book of Enterprise and Government customers and drive adoption, retention, expansion, and overall satisfaction.
• Serve as the senior post-sales strategic, business, and technical advisor for complex enterprise accounts.
• Translate ambiguous, high-stakes business outcomes into rigorous Customer Success Plans with clear milestones.
• Prepare executive-ready reporting demonstrating impact on adoption, retention, and expansion.
• Provide deep technical guidance on enterprise-scale CI/CD architecture, DevSecOps maturity models, and platform consolidation strategy.
• Lead end-to-end resolution of critical, cross-functional account escalations and root cause analyses.
• Design and deliver technical enablement programs at scale to close systemic maturity gaps.
• Guide customers on GitLab platform best practices including Git workflows, CI/CD pipeline design, and security scanning configuration.

What you’ll bring

• Must be a Japanese citizen based in Japan.
• Mandatory Japanese (native or professional level) and English language proficiency.
• Hands-on experience building or owning CI/CD pipelines end-to-end.
• Experience in customer-facing roles such as Technical Account Management, Technical Solution Sales, Pre-sales, Business Development, Consulting, or Professional Services.
• Deep, hands-on expertise in DevSecOps practices (SAST, DAST, SCA, container scanning).
• Expert-level understanding of Git, merge request workflows, and software delivery lifecycles.
• Demonstrated experience with infrastructure as code, GitOps, cloud, and on-premises environments.
• Ability to build and defend executive-level business cases (TCO, compliance, risk).
• Strong communication, stakeholder management, and organizational skills to operate with autonomy in high-stakes situations.