Customer Success Architect, CEUR

GitLab; United States; Remote; USD 55,000 - 95,000; Full time

Job summary

GitLab is seeking a Customer Success Associate to advance trusted advisor relationships with key customers in the DevSecOps space. You will guide adoption, manage escalations, and collaborate with Product, Support, and Sales to ensure outcomes align with customers’ strategic goals.

You will own a book of customers, drive retention and expansion, and stay current on GitLab releases, delivering onboarding and success plans to accelerate value realization.

Qualifications

• Experience in building trusted advisor relationships with customers.
• Strong understanding of DevSecOps practices and software delivery lifecycles.
• Ability to guide customers using best practices and platform capabilities.

Responsibilities

• Partner with customers to translate pre-sales plans into actionable objectives.
• Guide customers on GitLab platform and common best practices.
• Understand customer journey and drive adoption and growth.
• Act as liaison for questions, issues, or escalations with cross-functional teams.
• Own a portfolio of customers and focus on retention and satisfaction.
• Stay updated on GitLab releases and roadmap.
• Provide onboarding activities and establish Customer Success Plans.
• Manage account escalations and communicate feature applicability.

Skills

Customer Success

DevSecOps

Consultative selling

Relationship building

Cross-functional collaboration

Tools

GitLab

Job description

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. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our valuesand 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.

*Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab.

The CSA role is a pivotal addition to our customer success team, focusing on building strong, consultative relationships with our key customers. Our CSAs will serve as trusted advisors, leveraging their deep understanding of DevSecOps best practices, industry trends and our software capabilities to help customers navigate complex challenges and achieve their desired outcomes.

Additionally, our team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others.CSM handbook.

What You’ll Do

• Partner with our customers in taking what was established in the pre‑sales command plan, and turning the customers desired positive business outcomes into actionable objectives


• Know the GitLab platform, our more common best practices, and use cases in order to guide the customer


• Understand the customer journey and be able to guide them on future adoption


• Act as the GitLab liaison for GitLab questions, issues, or escalations. Work with GitLab Support, Product Management (i.e., roadmaps), or other teams as needed


• Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction


• Remain knowledgeable and up-to-date on GitLab releases


• Provide immediate onboarding activities


• Work with assigned customers to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals


• Program manage account escalations Provide insights with respect to the availability and applicability of new featu