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GitLab

Customer Success Architect

Customer Success Architect partners with key customers post-sale to align GitLab's DevSecOps platform with business goals, guides adoption and technical enablement, owns success plans, and manages escalations across teams. Requires Git expertise, CI/CD knowledge, and customer success experience.

94k – 158kUnited StatesCustomer SuccessRemote
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About the role

What you’ll do

  • Partner with customers to turn pre-sales command plans and desired business outcomes into actionable objectives and clear success criteria.
  • Guide customers on effective use of the GitLab platform, including DevSecOps best practices, Git workflows, continuous integration, continuous deployment, and adoption patterns.
  • Own a portfolio of customers and advance adoption, retention, expansion, and overall satisfaction through ongoing strategic and technical engagement.
  • Build and maintain Customer Success Plans that define customer goals, key performance indicators, and progress over time.
  • Act as the primary GitLab liaison for assigned accounts, coordinating questions, issues, and escalations across Customer Service, Product Management, Sales, and Professional Services.
  • Provide hands-on onboarding and technical enablement, including education on new GitLab features, releases, and relevant use cases.
  • Program manage account escalations by clarifying root causes, coordinating follow-up actions, and keeping stakeholders informed.
  • Collaborate with Services and internal partners to identify 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 success plans, goals, and measures.
  • Background in customer success, post-sales, or professional services work focused on adoption, retention, and customer satisfaction.
  • Ability to manage a portfolio of customers, including coordinating across Customer Service, Product Management, Sales, and Professional Services.
  • Skill in handling escalations in technical environments with clear communication and structured follow-through.
  • Strong communication, presentation, and organization skills, with attention to detail and analytical thinking.
  • Ability to apply transferable skills from related roles or industries to customer-facing technical adoption and success planning work.

United States Salary Range: $93,600—$158,400 USD

Skills

GitGitLabDevSecOpsCI/CDContinuous IntegrationContinuous DeploymentBranching StrategiesSoftware Development Lifecycle

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