Customer Success Manager

Responsibilities

The Customer Success Architect will act as a strategic technical advisor to help customers achieve business outcomes through the GitLab platform. They will facilitate technical enablement, drive product adoption, and serve as a liaison between customers and internal teams like Engineering and Product Management.

Requirements

Candidates should have technical experience in development or systems engineering and proficiency with DevSecOps tools. Strong communication skills and the ability to act as a trusted advisor to business leaders are essential for this role.

Skills

• DevSecOps
• Technical consultancy
• Systems engineering
• Software development
• Customer success
• Strategic planning
• Technical architecture
• Relationship management
• Public speaking
• Presentation skills
• Time management
• Cross-functional collaboration
• Problem solving
• GitLab platform
• Business alignment

Benefits

• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation
• Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave
• Home office support

About this role

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.
The Customer Success Architect (CSA) is a highly strategic position designed to provide unparalleled value to our customers by aligning our platform with their unique business objectives and driving long-term success.
The CSA role is a pivotal addition to our customer success team, focusing on building strong, consultative relationships with our key customers. Our CSAs will serve as trusted advisors, leveraging their deep understanding of DevSecOps best practices, industry trends and our software capabilities to help customers navigate complex challenges and achieve their desired outcomes.
Additionally, our team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others. CSA handbook.
The Customer Success Architect (CSA) team focuses on hands-on technical enablement, adoption, utilization and maturity - while maintaining strong customer relationships and business alignment.
What you'll do
Engage with customers in a technical consultancy and advisor role during the post-sales process while providing technical and solution guidance
Providing technical, architectural and best practice guidance
Drive the achievement of measurable value (business outcomes), leading to product adoption, renewal, and expansion
Align with Account Executives, Solutions Architects, Renewals Managers to provide customer-facing subject matter expertise based on the customer’s business objectives
Focus on solution-based programs that are customized to fit an individual customer’s needs
Develop and collaborate on customer workshops, demos, and other enablement
Maintain specialty competency in one or more technologies related to GitLab’s market focus through activities such as training, certification and creation of working examples for reuse internally and by customers and partners
Continuously improve professional skills with a focus on personal mastery and team learning through activities such as training, reading and seeking mentorship from others
What you'll bring
Proficiency using DevSecOps tools or highly technical tooling in adjacent fields
Specialize in GitLab use cases to provide in-depth guidance and enablement to customers of all sizes, including large enterprise organizations
Technical experience in development or systems engineering
Demonstrated capacity to clearly and concisely communicate about complex technical, architectural, and/or organizational problems and propose thorough iterative solutions
Have demonstrated the ability to become a trusted technical advisor to customer and business leaders
Exceptional verbal, presentation, and written communication skills
Excellent time management and ability to work with several different teams at any given time
Alignment with our values, and willingness to work in accordance with those values
Willingness to travel if needed and comply with the company’s travel policy
How GitLab will support you
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.
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
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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About GitLab

IT Services and IT Consulting · 1,001-5,000 employees · headquartered in San Francisco, California · founded 2014