Remote: Strategic Customer Success Architect

GitLab; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

GitLab is seeking a Customer Success Architect to advise some of our most strategic customers, linking the GitLab DevSecOps platform to their business goals. You’ll partner post-sale to turn plans into success actions, guide journeys, and drive adoption, maturity, and satisfaction.

Reporting to North America Customer Success leadership, you’ll own a portfolio, coordinate with Product, Engineering, Sales, and Services, and deliver hands-on enablement and escalation management across complex

Qualifications

• Understanding Git and branching strategies and modern software lifecycles.
• Knowledge of CI/CD and DevSecOps practices.
• Experience translating customer needs into measurable success plans and outcomes.
• Background in customer success/post-sales or professional services focused on adoption and retention.
• Ability to manage a portfolio of customers and coordinate across teams.
• Strong communication, presentation, and organizational skills with attention to detail.
• Experience planning/managing projects in technical environments and identifying enablement needs.
• Willingness to travel as required by policy.

Responsibilities

• Partner with customers to translate pre-sales plans and desired outcomes into actionable objectives and success criteria.
• Guide customers on how to use the GitLab platform, CI/CD patterns, and DevSecOps practices.
• Own a book of customers and drive adoption, retention, expansion, and overall satisfaction.
• Build and maintain Customer Success Plans with clear goals and KPIs.
• Act as primary liaison for assigned accounts across Support, Product, Sales, and Professional Services.
• Provide hands-on technical enablement and onboarding for new features and use cases.
• Program manage account escalations, ensuring root causes are understood and actions tracked.
• Collaborate with Services to identify training and maturity opportunities for customers.

Skills

Git basics

CI/CD

DevSecOps

Customer outcomes

Portfolio management

Communication skills

Project planning

Travel flexibility

Job description

GitLab is seeking a Customer Success Architect to advise some of our most strategic customers, linking the GitLab DevSecOps platform to their business goals. You’ll partner post-sale to turn plans into success actions, guide journeys, and drive adoption, maturity, and satisfaction.

Reporting to North America Customer Success leadership, you’ll own a portfolio, coordinate with Product, Engineering, Sales, and Services, and deliver hands-on enablement and escalation management across complex