The opportunity
The Customer Success Architect team is part of GitLab's Customer Experience organization. It supports strategic enterprise and Government accounts across the APJ region through hands-on technical guidance, consultative partnership, and practical problem solving.
What you'll do
Owns a book of Enterprise and Government customers and drive adoption,: retention, expansion, and overall satisfaction through ongoing strategic, business and technical engagement.
Serves as the senior post-sales strategic, business and technical advisor for: a portfolio of GitLab's most complex, highest-value enterprise and Government accounts, shaping multi-year platform and DevSecOps strategy in partnership with customer executives, coordinating responses to questions, issues, and escalations across Support, Product Management, Sales, and Professional Services.
Translates ambiguous, high-stakes business outcomes into rigorous Customer: Success Plans that are regularly reviewed with customer stableholders. The Customer Success Plans contain clearly defined business outcome related goals, quantifiable benefits, realistic adoption milestones and remediation actions.
Prepares executive-ready reporting conducted on a regular basis with clear: accountability for outcomes that demonstrate impact on adoption, retention, and expansion of GitLab products and services.
Provides deep technical guidance on enterprise-scale CI/CD architecture,: DevSecOps maturity models, platform consolidation strategy, including advising on complex trade-offs (e.g., multi-cloud vs. hybrid, self-managed vs. GitLab Dedicated, etc).
Owns the full lifecycle of your account portfolio's adoption, retention, and: expansion outcomes, with direct accountability for the commercial and technical health of flagship relationships.
What they're looking for
- Leads end-to-end resolution of critical, cross-functional account: escalations, ensuring root causes are identified, follow-up actions are owned, holding internal teams accountable to timelines, driving the root cause analysis and personally managing executive communication and risk.
- Leads end-to-end resolution of critical, cross-functional account: escalations, ensuring root causes are identified, follow-up actions are owned, holding internal teams accountable to timelines, driving the driving root cause analysis and personally managing executive communication and risk.
- Designs and delivers technical enablement programs at scale, identifying: systemic maturity gaps across a portfolio and building the roadmap (not just individual sessions) that closes them.
- Advises key customers stakeholders on cloud and platform architecture: decisions with enterprise-wide impact, which includes multi-region deployment strategy, secrets management architecture and network/security topology for regulated environments.
