Customer Success Architect at GitLab in Remote

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. 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 values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. *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. An overview of this role As a Customer Success Architect, you’ll help some of GitLab’s most important customers align our DevSecOps platform 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 Git workflows, software development lifecycles, continuous integration, continuous deployment, and DevSecOps practices. Reporting to a Senior Manager within our North America Customer Success 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. 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. About the team 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. 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 benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary. United States Salary Range $93,600—$158,400 USD How GitLab Supports Full-Time Employees Benefits to support your health, finances, and well-being Flexible Paid Time Off Team Member Resource Groups Equity Compensation & Employee Stock Purchase Plan Growth and Development Fund Parental Leave Home Office Support 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 underrepresented groups 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. Country Hiring Guidelines: 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. Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us. 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 GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.