Senior Customer Success Architect for Enterprise & Gov

Gitlab; United States; À distance; USD 140 000 - 210 000; Plein temps

Résumé du poste

GitLab is seeking a Customer Success Architect to serve as a trusted strategic advisor for our Enterprise and Government customers in Japan, driving adoption, retention, and expansion of the intelligent DevSecOps platform after the sale.

You will influence renewal decisions, shape platform strategy, and coordinate with Product Management, Engineering, Sales, and Professional Services to deliver measurable business outcomes.

Qualifications

• This is a individual‑contributor role for someone who has already led pre or post sales customer engagements in large complex accounts across multiple industry domains to drive quantifiable business outcomes.
• The individual is comfortable operating with ambiguity, and can credibly advise VP- and C‑level stakeholders on business transformation, application modernization, platform strategy, architecture, and organizational DevSecOps transformation.
• You'll also be shaping playbooks and best practices, and acting as an escalation point for the team's most technically or politically complex situations.

Responsabilités

• Owns a book of Enterprise and Government customers and drive adoption, retention, expansion, and overall satisfaction through ongoing strategic, business and technical engagement.
• Serves as the senior post‑sales strategic, business and technical advisor for a portfolio of the company's most complex, highest‑value enterprise and Government accounts, shaping multi‑year platform and DevSecOps strategy in partnership with customer executives, coordinating responses to questions, issues, and escalations across Support, Product Management, Sales, and Professional Services.
• Translates ambiguous, high‑stakes business outcomes into rigorous Customer Success Plans that are regularly reviewed with customer stakeholders.
• Prepares executive‑ready reporting conducted on a regular basis with clear accountability for outcomes that demonstrate impact on adoption, retention, and expansion of the company products and services.
• Provides deep technical guidance on enterprise‑scale CI/CD architecture, DevSecOps maturity models, platform consolidation strategy, including advising on complex trade‑offs (e.g., multi‑cloud vs. hybrid, self‑managed vs. the company Dedicated, etc).
• Owns the full lifecycle of your account portfolio's adoption, retention, and expansion outcomes, with direct accountability for the commercial and technical health of flagship relationships.
• Leads end‑to‑end resolution of critical, cross‑functional account escalations, ensuring root causes are identified, follow‑up actions are owned, holding internal teams accountable to timelines, driving the root cause analysis and personally managing executive communication and risk.
• Designs and delivers technical enablement programs at scale, identifying systemic maturity gaps across a portfolio and building the roadmap that closes them.
• Advises key customers stakeholders on cloud and platform architecture decisions with enterprise‑wide impact, which includes multi‑region deployment strategy, secrets management architecture and network/security topology for regulated environments.
• Guides customers on the company platform best practices including Git workflows, branching strategies, CI/CD pipeline design, DevSecOps adoption patterns, and security scanning configuration.
• Provides hands‑on technical enablement and onboarding, including education on the company features, releases, and use cases, and identification of training and maturity opportunities aligned to customer goals.

Connaissances

CI/CD

Cloud platforms

Multi-cloud

Hybrid architecture

DevSecOps

Description du poste

GitLab is seeking a Customer Success Architect to serve as a trusted strategic advisor for our Enterprise and Government customers in Japan, driving adoption, retention, and expansion of the intelligent DevSecOps platform after the sale.

You will influence renewal decisions, shape platform strategy, and coordinate with Product Management, Engineering, Sales, and Professional Services to deliver measurable business outcomes.