Customer Success Manager

GitLab; United States; Remote; USD 140,000 - 190,000; Full time

Benefits offered by this job

Flexible Paid Time Off

Team Member Resource Groups

Equity Compensation & ESPP

Growth and Development Fund

Parental Leave

Job summary

GitLab seeks a Customer Success Architect to partner with our largest customers, aligning the DevSecOps platform with business goals and achieving long‑term outcomes. You’ll work after sale to translate pre‑sales plans into success plans, drive enablement, adoption, and maturity across portfolios.

You’ll own customer relationships, coordinate with Product, Engineering, Sales, and Support, and guide customers through complex technical and organizational challenges with confidence.

Qualifications

• Practical understanding of Git and Git workflows.
• Working knowledge of CI/CD and DevSecOps practices.
• Experience guiding customers through architectural decisions in complex environments.
• Experience facilitating technical workshops and adoption programs.
• Ability to partner with customers to define outcomes and translate them into plans.

Responsibilities

• Lead structured Accelerator programs from discovery through measurement and document results.
• Guide customers on how to use the GitLab platform, including DevSecOps best practices, Git workflows, CI/CD, and adoption patterns.
• Own a book of customers and drive adoption, retention, expansion, and overall satisfaction.
• Build and maintain Customer Success Plans with clear goals and KPIs, tracking progress with customers over time.
• Act as primary GitLab liaison for assigned accounts, coordinating responses across Support, Product, Sales, and Professional Services.
• Design and deliver structured technical enablement programs, including workshops and asynchronous guidance.
• Support and lead account escalations with clear actions and exit criteria.
• Analyze GitLab usage to identify risks and plan interventions with customers.

Skills

Git

CI/CD

DevSecOps

Architectural guidance

Workshop facilitation

Stakeholder management

Communication

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.

An overview of this role

As a Customer Success Architect, you’ll be an architectural strategic advisor to GitLab's largest and most complex 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, 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 driving customer outcomes through technical workshops and architecture guidance, developing trusted relationships with key stakeholders, increasing adoption of the GitLab platform, and strengthening retention, growth, and customer satisfaction across your portfolio.

What you’ll do

• Lead structured Accelerator programs from discovery through measurement, including defining outcomes, establishing baselines, creating milestones, managing the customer collaboration backlog, and documenting results.
• 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.
• Design and deliver structured technical enablement programs, including discovery workshops, custom workshops, and asynchronous guidance, while maintaining clear boundaries between Customer Success advisory work and Professional Services implementation.
• Support and lead account escalations by coordinating technical context, follow-up actions, customer communications, and clear exit criteria.
• Analyze GitLab usage, adoption, and maturity signals to identify risks, prioritize interventions, and recommend next steps.

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 guiding customers through technical or architectural decisions in complex enterprise environments.
• Experience facilitating technical workshops, enablement programs, and structured customer adoption initiatives.
• 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.

How GitLab Supports Full‑Time Employees Benefits

• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave

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.

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