Customer Success Architect, EMEA

An overview of this role

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.

What you’ll do

• 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.

What you’ll bring

• 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.

About the team

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.