Customer Success Architect - East

Details

GitLab is an intelligent orchestration platform for DevSecOps that helps organizations increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. The company embraces AI as a core productivity multiplier, with team members expected to incorporate AI into their daily workflows.

Responsibilities

• Partner with customers to translate pre-sales command plans and desired business outcomes into actionable objectives and clear success criteria.
• Guide customers on how to best use the GitLab platform, including common DevSecOps best practices, Git workflows, CI/CD, and adoption patterns.
• Own a book of customers and drive adoption, retention, expansion, and overall satisfaction through ongoing strategic and technical engagement.
• Build and maintain Customer Success Plans, define critical goals and key performance indicators, and track progress with customers over time.
• Act as the primary GitLab liaison for assigned accounts, coordinating responses to questions, issues, and escalations across Support, Product Management, Sales, and Professional Services.
• Provide hands-on technical enablement and onboarding, including education on new GitLab features, releases, and relevant use cases.
• Program manage account escalations, ensuring root causes are understood, follow-up actions are owned, and stakeholders are informed.
• Collaborate with Services and other internal teams to identify and recommend training, enablement, and maturity opportunities aligned to customer needs.

Requirements

• 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 actionable success plans, key goals, and measures.
• Background in customer success, post-sales, or professional services roles focused on adoption, retention, and satisfaction.
• Ability to manage a portfolio of customers, including handling escalations and coordinating across Support, Product Management, Sales, and Professional Services.
• Strong communication, presentation, and organizational skills, with attention to detail and analytical thinking.
• Experience planning and managing projects or initiatives in technical environments, including identifying training and enablement needs.
• Alignment with GitLab’s values and interest in applying transferable skills from related roles or industries.
• Flexibility to travel as needed according to company policy.

About the Team

The Customer Success organization helps 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. Customer Success Architects act as trusted advisors and key liaisons between customers and the broader GitLab ecosystem, collaborating with Product Management, Engineering, Sales, Support, and Professional Services. The team works in an all-remote, asynchronous environment across time zones.

Benefits

• Benefits supporting health, finances, and well-being.
• Flexible paid time off.
• Team member resource groups.
• Equity compensation and employee stock purchase plan.
• Growth and development fund.
• Parental leave.

The role is remote and listed for residents of the United States. The base salary range does not include bonuses, equity, or benefits. GitLab is an equal opportunity workplace and affirmative action employer.