Customer Success Architect

Quick Facts

• Role: Customer Success Architect (post-sales)

• Focus: DevSecOps platform adoption, customer outcomes, and long-term success

Description

You’ll act as a strategic advisor to key customers, turning pre-sales command plans into actionable success plans. Through hands-on onboarding and technical enablement, you’ll increase adoption, utilization, and maturity of the GitLab platform. You’ll also own assigned accounts, manage escalations, and coordinate across Sales, Support, Product Management, Engineering, and Professional Services.

Responsibilities

• Translate business outcomes into objectives and clear success criteria

• Guide best practices across Git workflows, CI/CD, and DevSecOps adoption patterns

• Drive adoption, retention, expansion, and satisfaction for a customer portfolio

• Build Customer Success Plans with goals and KPIs; track progress over time

• Serve as the primary liaison for assigned accounts, coordinating questions and escalations

• Provide hands-on enablement for new GitLab features, releases, and relevant use cases

• Program manage escalations: understand root causes, ensure follow-up ownership, and keep stakeholders informed

• Collaborate with internal teams to identify and recommend training, enablement, and maturity opportunities

Requirements

• Practical understanding of Git, common branching strategies, and modern software development lifecycles

• Working knowledge of continuous integration, continuous deployment, and DevSecOps practices

• Experience translating business outcomes into actionable success plans, key goals, and measures

• Background in customer success, post-sales, or professional services focused on adoption, retention, and satisfaction

• Ability to manage a portfolio of customers, including handling escalations and coordinating across internal teams

• Strong communication, presentation, organizational skills, attention to detail, and analytical thinking

• Experience planning and managing projects/initiatives in technical environments, including identifying training and enablement needs

• Willingness to travel as needed according to policy

Benefits

• Flexible Paid Time Off

• Team Member Resource Groups

• Equity Compensation & Employee Stock Purchase Plan

• Growth and Development Fund

• Parental Leave

• Base salary range (US residents): $93,600–$158,400 USD (base salary only; bonuses, equity, and benefits not included)