Customer Success Architect

About This RoleAI processing…

Key Responsibilities

• 1
  Lead structured Accelerator programs from discovery through measurement, including defining outcomes, establishing baselines, creating milestones, managing the customer collaboration backlog, and documenting results.
• 2
  Guide customers on how to best use the GitLab platform, including common DevSecOps best practices, Git workflows, CI/CD, and adoption patterns.
• 3
  Own a book of customers and drive adoption, retention, expansion, and overall satisfaction through ongoing strategic and technical engagement.
• 4
  Build and maintain Customer Success Plans, define critical goals and key performance indicators, and track progress with customers over time.
• 5
  Act as the primary GitLab liaison for assigned accounts, coordinating responses to questions, issues, and escalations across Support, Product Management, Sales, and Professional Services.
• 6
  Design and deliver structured technical enablement programs, including discovery workshops, custom workshops, and asynchronous guidance, while maintaining clear boundaries between Customer Success advisory work and Professional Services implementation.
• 7
  Support and lead account escalations by coordinating technical context, follow-up actions, customer communications, and clear exit criteria.
• 8
  Analyze GitLab usage, adoption, and maturity signals to identify risks, prioritize interventions, and recommend next steps.

Requirements

• Working knowledge of continuous integration, continuous deployment, and DevSecOps practices.
• Background in customer success, post-sales, or professional services roles focused on adoption, retention, and satisfaction.
• 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 have a disability or special need that requires accommodation , please let us know during the recruiting process .

Perks & Benefits