Customer Success Architect

As a Customer Success Architect, you’ll be a strategic advisor to some of GitLab’s most important Federal Government customers, helping them connect our DevSecOps platform to their business goals and realise 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, utilisation, and maturity. Reporting into the APJ  Customer Success organisation, 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 organisational challenges with confidence.

You’ll use your understanding of Git, software development lifecycles, and 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 building strong, consultative relationships with key stakeholders, increasing adoption of the GitLab platform, and strengthening retention, growth, and customer satisfaction across your portfolio.

What you’ll do

• Partner with customers to translate pre-sales command plans and desired business outcomes into actionable objectives and clear success criteria.
• 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.
• Provide hands-on technical enablement and onboarding, including education on new GitLab features, releases, and relevant use cases.
• Program manage account escalations, ensuring root causes are understood, follow-up actions are owned, and stakeholders are informed.
• Collaborate with Services and other internal teams to identify and recommend 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.
• This role will need NV1 or NV2 clearance, or eligibility to be cleared for one. 
• 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 organisational 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 organisation. Our mission is to help customers align the GitLab platform with their business objectives through hands-on technical enablement, driving adoption, utilisation, 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.