Customer Success Architect

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Remote, North AmericaRemotePosted Today

Job Description

<div class="content-intro"><p>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.</p> <p>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 <a href="https://handbook.gitlab.com/handbook/values/">values</a> and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. <a href="https://www.youtube.com/watch?v=OuZIb5zszQI">Co-create the future with us</a> as we build technology that transforms how the world develops software.</p> <p>*<em>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.</em></p></div><h2>An overview of this role</h2> <p>As a <span class="textBold">Customer Success Architect</span>, you’ll help some of GitLab’s most important customers align our <span class="textBold">DevSecOps platform</span> with their business goals and turn plans into lasting outcomes. You’ll partner with customers after the sale to translate pre-sales command plans into clear success plans, guide adoption and maturity, and provide hands-on technical enablement across <span class="textBold">Git workflows, software development lifecycles, continuous integration, continuous deployment, and DevSecOps practices</span>. Reporting to a <span class="textBold">Senior Manager</span> within our <span class="textBold">North America Customer Success</span> organization, you’ll own a portfolio of customers, serve as their primary GitLab liaison, and work across Product Management, Engineering, Sales, Professional Services, and Customer Service to help them navigate technical and organizational complexity.</p> <h2>What you’ll do</h2> <ul> <li value="1"><span class="textBold">Partner</span> with customers to turn pre-sales command plans and desired business outcomes into actionable objectives and clear success criteria.</li> <li value="2"><span class="textBold">Guide</span> customers on effective use of the GitLab platform, including DevSecOps best practices, Git workflows, continuous integration, continuous deployment, and adoption patterns.</li> <li value="3"><span class="textBold">Own</span> a portfolio of customers and advance adoption, retention, expansion, and overall satisfaction through ongoing strategic and technical engagement.</li> <li value="4"><span class="textBold">Build</span> and maintain Customer Success Plans that define customer goals, key performance indicators, and progress over time.</li> <li value="5"><span class="textBold">Act</span> as the primary GitLab liaison for assigned accounts, coordinating questions, issues, and escalations across Customer Service, Product Management, Sales, and Professional Services.</li> <li value="6"><span class="textBold">Provide</span> hands-on onboarding and technical enablement, including education on new GitLab features, releases, and relevant use cases.</li> <li value="7"><span class="textBold">Program manage</span> account escalations by clarifying root causes, coordinating follow-up actions, and keeping stakeholders informed.</li> <li value="8"><span class="textBold">Collaborate</span> with Services and internal partners to identify training, enablement, and maturity opportunities aligned to customer needs.</li> </ul> <h2>What you’ll bring</h2> <ul> <li value="1"><span class="textBold">Practical understanding</span> of Git, common branching strategies, and modern software development lifecycles.</li> <li value="2"><span class="textBold">Working knowledge</span> of continuous integration, continuous deployment, and DevSecOps practices.</li> <li value="3"><span class="textBold">Experience</span> partnering with customers to define business outcomes and translate them into success plans, goals, and measures.</li> <li value="4"><span class="textBold">Background</span> in customer success, post-sales, or professional services work focused on adoption, retention, and customer satisfaction.</li> <li value="5"><span class="textBold">Ability</span> to manage a portfolio of customers, including coordinating across Customer Service, Product Management, Sales, and Professional Services.</li> <li value="6"><span class="textBold">Skill</span> in handling escalations in technical environments with clear communication and structured follow-through.</li> <li value="7"><span class="textBold">Strong communication, presentation, and organization skills</span>, with attention to detail and analytical thinking.</li> <li value="8"><span class="textBold">Ability</span> to apply transferable skills from related roles or industries to customer-facing technical adoption and success planning work.</li> </ul> <h2>About the team</h2> <p>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. </p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p><em>The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our <a class="waffle-rich-text-link" href="https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/" data-sheets-formula-bar-text-link="https://bit.ly/GLBeneUS" data-sheets-formula-bar-text-style="font-size:12px;color:#1155cc;font-weight:normal;text-decoration:underline;font-family:''Arial'';font-style:normal;text-decoration-skip-ink:none;">benefits</a><span data-sheets-formula-bar-text-style="font-size:12px;color:#000000;font-weight:normal;text-decoration:none;font-family:'Arial';font-style:normal;text-decoration-skip-ink:none;"> and </span><a class="waffle-rich-text-link" href="https://about.gitlab.com/handbook/stock-options/" data-sheets-formula-bar-text-link="https://bit.ly/GLequity" data-sheets-formula-bar-text-style="font-size:12px;color:#1155cc;font-weight:normal;text-decoration:underline;font-family:''Arial'';font-style:normal;text-decoration-skip-ink:none;">equity</a>. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.</em></p></div><div class="title">United States Salary Range</div><div class="pay-range"><span>$93,600</span><span class="divider">—</span><span>$158,400 USD</span></div></div></div><div class="content-conclusion"><h4><strong>How GitLab Supports Full-Time Employees</strong></h4> <ul> <li><a href="https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/">Benefits to support your health, finances, and well-being</a></li> <li><a href="https://handbook.gitlab.com/handbook/people-group/time-off-and-absence/time-off-types/#flexible-paid-time-off-pto">Flexible Paid Time Off </a></li> <li><a href="https://handbook.gitlab.com/handbook/company/culture/inclusion/tmrg-tmag/">Team Member Resource Groups</a></li> <li><a href="https://handbook.gitlab.com/handbook/total-rewards/stock-options/">Equity Compensation & Employee Stock Purchase Plan</a></li> <li><a href="https://handbook.gitlab.com/handbook/people-group/learning-and-development/growth-and-development/">Growth and Development Fund</a></li> <li><a href="https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/#parental-leave">Parental Leave</a> </li> <li><a href="https://handbook.gitlab.com/handbook/finance/expenses/#equipment">Home Office Support</a></li> </ul> <p>Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from <a href="https://about.gitlab.com/company/culture/inclusion/#examples-of-select-underrepresented-groups">underrepresented groups</a> are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.</p> <hr> <p><strong>Country Hiring Guidelines: </strong>GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.  </p> <p><strong>Privacy Policy: </strong>Please review our <a href="https://handbook.gitlab.com/handbook/hiring/candidate-faq/recruitment-privacy-policy/" target="_blank">Recruitment Privacy Policy.</a> Your privacy is important to us.</p> <p>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 <a href="https://about.gitlab.com/handbook/people-policies/inc-usa/#equal-employment-opportunity-policy" target="_blank">GitLab’s EEO Policy</a> and <a href="https://about.gitlab.com/handbook/labor-and-employment-notices/#eeoc-us-equal-employment-opportunity-commission-notices" target="_blank">EEO is the Law</a>. If you have a disability or special need that requires <a href="https://about.gitlab.com/handbook/people-policies/inc-usa/#reasonable-accommodation" target="_blank">accommodation</a>, please let us know during the <a href="https://about.gitlab.com/handbook/hiring/interviewing/#adjustments-to-our-interview-process" target="_blank">recruiting process</a>.</p></div>