Customer Success Architect, EMEA

GitLab is an open-core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating human progress. Our platform unites teams and organizations, breaking down barriers and redefining what's possible in software development. Thanks to products like Duo Enterprise and Duo Agent Platform, customers get AI benefits at every stage of the SDLC. 

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.

As a Customer Success Architect, you'll sit at the intersection of business outcomes and technical excellence, helping customers align GitLab's DevSecOps platform with their strategic goals. You'll act as a trusted advisor to key accounts, using your deep understanding of Git, CI/CD, software development lifecycles, and DevSecOps practices to guide them through complex challenges and drive adoption, utilization, and maturity across the GitLab platform. You'll own a book of customers, translate pre-sales command plans into actionable success plans, and partner closely with Customer Success, Product Management, Engineering, Sales, Support, and Professional Services to ensure issues are resolved, value is realized, and long-term relationships grow.

In this role, you'll focus on the themes of align, enable, and expand: aligning our solutions to customer objectives, enabling teams through hands-on technical onboarding and best-practice guidance, and expanding value as customers progress on their GitLab journey. In your first year, you'll be expected to build strong, consultative relationships, increase product adoption and customer satisfaction within your accounts, and become the go-to liaison for questions, escalations, and roadmap conversations.

• Partner with customers to translate pre-sales command plans into clear, actionable objectives tied to their desired business outcomes.
• Guide customers on how to best use the GitLab platform, applying DevSecOps, CI/CD, and Git best practices across common use cases.
• Lead customers through their adoption journey, from onboarding and enablement to ongoing utilization and maturity of the platform.
• Own a portfolio of customers, focusing on driving product adoption, retention, expansion, and overall satisfaction.
• Act as the primary GitLab liaison for your accounts, coordinating with Support, Product Management, Sales, and Professional Services on questions, issues, roadmaps, and escalations.
• Build and maintain Customer Success Plans with assigned customers, defining critical goals and key performance indicators, and track progress against those goals.
• Program manage account escalations, ensuring timely coordination, communication, and resolution across GitLab teams and customer stakeholders.
• Stay current on GitLab releases and new features, and proactively provide insights and recommendations on how customers can use them to achieve their objectives.
• Identify and recommend training and services opportunities that support customer enablement and long-term success.

• Proven experience in customer success, post-sales, or professional services roles with a focus on driving adoption, retention, and measurable business outcomes.
• Practical understanding of Git, common branching strategies, and the software development lifecycle, including continuous integration, continuous deployment, and DevSecOps practices.
• Ability to act as a trusted advisor to technical and business stakeholders, partnering with customers to define, prioritize, and achieve their desired outcomes.
• Strong communication skills, including clear written and verbal communication, effective presentations, and the ability to explain technical topics to varied audiences.
• Demonstrated project management capabilities, including organizing work, managing escalations, and coordinating across internal teams such as Support, Product Management, Sales, and Services.
• Analytical and problem-solving skills to interpret customer data, identify risks or opportunities, and recommend actionable next steps.
• Comfort working both independently and as part of a distributed team, with attention to detail and alignment to GitLab's values.
• Openness to travel as needed and to apply transferable skills from related roles or industries in support of customer success and technical enablement.

The Customer Success Architect team focuses on hands-on technical enablement, adoption, utilization, and maturity of the GitLab DevSecOps platform while maintaining strong, consultative customer relationships and business alignment. You'll work as part of a globally distributed, all-remote team that collaborates asynchronously with Customer Success Managers, Product Management, Engineering, Sales, Professional Services, and Support to act as a trusted advisor for customers. Our mission is to align GitLab capabilities with customer business outcomes, guide them along their adoption journey, and help them navigate complex technical and organizational change so they realize long-term value from GitLab. For more on how our team works, see the Team Handbook Page.

• 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.  

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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.