Customer Success Architect

Screendesk; Canada; Remote; CAD 110,000 - 170,000; Full time

Benefits offered by this job

Remote work

All-remote culture

Job summary

GitLab is seeking a Customer Success Architect to act as a strategic advisor for key customers, aligning the DevSecOps platform with business goals and long-term outcomes. You will partner after the sale to implement success plans, drive adoption, and ensure maturity across your book of customers.

Youll collaborate with Product, Engineering, Sales, and Support to resolve escalations and enable customers to achieve their desired outcomes while maintaining strong, consultative relationships.

Qualifications

• Solid understanding of Git and branching strategies.
• Experience in CI/CD and DevSecOps practices.
• Proven ability to translate business outcomes into success plans.
• Background in customer success or post-sales with adoption focus.
• Ability to manage multiple customers and coordinate cross-functionally.

Responsibilities

• Translate pre-sales plans into actionable success criteria and objectives.
• Guide customers on best use of the GitLab platform and adoption patterns.
• Own a customer book and drive adoption, retention, expansion, and satisfaction.
• Create and track Customer Success Plans with defined KPIs.
• Serve as primary liaison across Support, Product, Sales, and Services.
• Provide hands-on enablement and onboarding for new features.
• Manage account escalations, root causes, and follow-up actions.
• Collaborate with Services to identify training and maturity opportunities.

Skills

Git workflows

CI/CD

DevSecOps

Customer success

Post-sales

Cross-functional

Job description

GitLab is an open-core software company that develops the most comprehensive AI-powered DevSecOps Platform , used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating human progress. Our platform unites teams and organizations, breaking down barriers and redefining what's possible in software development. Thanks to products like Duo Enterprise and Duo Agent Platform , customers get AI benefits at every stage of the SDLC.

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. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.

An overview of this role

As a Customer Success Architect, you’ll be a strategic advisor to some of GitLab’s most important customers, helping them connect our DevSecOps platform to their business goals and realize meaningful, long-term outcomes. You’ll partner closely with customers after the sale to turn pre-sales command plans into concrete success plans, guide them along the customer journey, and drive hands-on enablement, adoption, utilization, and maturity. Reporting into a Senior Manager within our North America Customer Success organization, you’ll own a book of customers, act as their primary GitLab liaison for questions and escalations, and coordinate with Product Management, Engineering, Sales, Professional Services, and Support so customers can navigate complex technical and organizational challenges with confidence.

You’ll use your understanding of Git, software development lifecycles, and continuous integration, continuous deployment, and DevSecOps practices to help customers adopt best practices and stay current with new GitLab capabilities. In your first year, success looks like building strong, consultative relationships with key stakeholders, increasing adoption of the GitLab platform, and strengthening retention, growth, and customer satisfaction across your portfolio.

What you’ll do

• 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.

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 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, with flexibility to travel as needed according to company policy.

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.

Hiring process

Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process. To learn more about someone who may be conducting the interview, find their job title on our team page .

Qualified candidates will be invited to schedule a 30 minute screening call with one of our Global Recruiters.

The hiring manager interview is the first of the interviews with the Customer Success team. This interview is with the manager of the team the candidate is applying to join. It is a 45 minute interview.

The peer interview is conducted by an individual contributor who is a member of the team the candidate is applying to join. Peer interviewers are selected by the hiring manager. This is a 45 minute interview.

The panel interview consists of several members of the Customer Success team. It typically includes the hiring manager and 1-2 other team members. This is a 60 minute interview, with the following format:

• Live demonstration based on the guidance provided ahead of the interview by the recruiter
• General discussion and questions from the panel

Executive Interview

Conducted by the Director of Customer Success, this is a discussion with the candidate as a final assessment interview to evaluate the candidate’s suitability for the role. This is a 30 minute interview.

Reference and Background Check

Once the candidate has successfully completed all interview stages with positive recommendations at each stage, GitLab will complete reference checks and a background check .

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

#LI-DNI

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law . If you have a disability or special need that requires accommodation , please let us know during the recruiting process .