Customer Success Architect

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.
• Skill in handling escalations in technical environments with clear communication and structured follow-through.
• Strong communication, presentation, and organization skills, with attention to detail and analytical thinking.
• Ability to apply transferable skills from related roles or industries to customer-facing technical adoption and success planning work.

About the team

We are part of GitLab’s Customer Success organization. Our mission is to help customers align the GitLab platform with their business objectives through hands-on technical enablement, driving adoption, utilization, and DevSecOps maturity while building strong, consultative relationships. As Customer Success Architects, we act as trusted advisors and key liaisons between customers and the broader GitLab ecosystem, collaborating closely with Product Management, Engineering, Sales, Support, and Professional Services to address questions, guide roadmaps, and navigate escalations. We work in an all-remote, asynchronous way, coordinating across time zones to support a focused set of strategic accounts and ensure long-term customer success.