[All remote jobs](https://jobicy.com/jobs.md)Open role[![GitLab logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2020/12/WRILS-201207055737-109952.jpg)](https://jobicy.com/company/gitlab.md)Remote opportunity at[GitLab](https://jobicy.com/company/gitlab.md) # Customer Success Manager Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/gitlab.md)Share25 Aug 2026Published25Listing views1Application actions25 Sep 2026Apply before Opportunity details ## About this role. AI SummaryThis remote Customer Success Architect role supports GitLab's largest and most complex enterprise customers after the sale. The position combines strategic customer success ownership with technical DevSecOps advisory work, including Git workflows, CI/CD, platform adoption, and maturity planning. The successful candidate will lead workshops and Accelerator programs, develop measurable success plans, analyze usage signals, and coordinate escalations across internal teams. Success is measured through customer adoption, utilization, retention, expansion, satisfaction, and durable business outcomes. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe role requires credible technical guidance in enterprise DevSecOps environments while managing strategic account relationships, adoption programs, and escalations. It also demands strong independent prioritization in an asynchronous, cross-functional remote organization. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job medianHighly competitive$165,000US market range$130k–$200k0$220k AI insightNo job-specific salary range was provided. For a U.S.-based enterprise Customer Success Architect with DevSecOps, CI/CD, and strategic account responsibilities, an estimated market base-salary range is $130,000 to $200,000 annually, with a midpoint estimate of $165,000; equity and variable compensation may increase total compensation. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer Success](https://jobicy.com/jobs?search_keywords=Customer%20Success.md)[DevSecOps](https://jobicy.com/jobs?search_keywords=DevSecOps.md)[GitLab](https://jobicy.com/jobs?search_keywords=GitLab.md)[CI/CD](https://jobicy.com/jobs?search_keywords=CICD.md)[Git](https://jobicy.com/jobs?search_keywords=Git.md)[Enterprise SaaS](https://jobicy.com/jobs?search_keywords=Enterprise%20SaaS.md)[Technical Enablement](https://jobicy.com/jobs?search_keywords=Technical%20Enablement.md)[Customer Adoption](https://jobicy.com/jobs?search_keywords=Customer%20Adoption.md)[Strategic Account Management](https://jobicy.com/jobs?search_keywords=Strategic%20Account%20Management.md)[Remote Collaboration](https://jobicy.com/jobs?search_keywords=Remote%20Collaboration.md) Sample interview questionsHow would you build a success plan for a new enterprise GitLab customer?I would begin with stakeholder discovery to understand business objectives, technical architecture, delivery workflows, and desired outcomes. I would establish a baseline for adoption and relevant KPIs, define prioritized milestones with accountable owners, and document risks and dependencies. I would then review progress regularly, use platform usage data to guide interventions, and adjust the plan as customer priorities evolve. How do Git and CI/CD knowledge help you succeed in a customer success architecture role? Technical fluency allows me to understand a customer's development workflow and provide practical, credible guidance on branching strategies, pipeline design, automation, and adoption patterns. It also helps me distinguish advisory recommendations from implementation work that should be scoped through Professional Services. This credibility is important when facilitating workshops with engineering and security stakeholders. Describe your approach to a customer escalation involving multiple internal teams. I would first establish the customer impact, urgency, technical context, and desired outcome. I would create a clear action plan with named owners across Support, Engineering, Product, Sales, or Professional Services, maintain consistent customer communication, and track decisions and follow-up items. I would close the escalation only after confirming resolution, documenting lessons learned, and agreeing on exit criteria with the customer. How would you identify adoption risk within a portfolio of accounts? I would review usage and maturity signals, engagement patterns, progress against success-plan milestones, support trends, stakeholder changes, and renewal or expansion indicators. Accounts showing declining utilization, missed milestones, unclear executive sponsorship, or unresolved technical blockers would receive prioritized outreach. I would validate the data through direct customer conversations and create targeted enablement or recovery plans. How do you work effectively in an asynchronous remote environment? I communicate with clear written context, documented decisions, explicit owners, and realistic deadlines so work can progress across time zones. I use meetings selectively for discovery, workshops, sensitive escalations, and decisions that benefit from real-time collaboration. I also maintain organized customer records and proactive status updates to ensure internal partners and customers remain aligned. 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](https://www.youtube.com/watch?v=OuZIb5zszQI) 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. ## An overview of this role As a Customer Success Architect, you’ll be an architectural strategic advisor to GitLab’s largest and most complex customers, helping them connect our DevSecOps platform to their business goals and realize meaningful, long-term outcomes. You’ll partner closely with customers after the sale to turn pre-sales command plans into concrete success plans, guide them along the customer journey, and drive hands-on enablement, adoption, utilization, and maturity. Reporting into a Senior Manager within our North America Customer Success organization, you’ll own a book of customers, act as their primary GitLab liaison for questions and escalations, and coordinate with Product Management, Engineering, Sales, Professional Services, and Support so customers can navigate complex technical and organizational challenges with confidence. You’ll use your understanding of Git, software development lifecycles, continuous integration, continuous deployment, and DevSecOps practices to help customers adopt best practices and stay current with new GitLab capabilities. In your first year, success looks like driving customer outcomes through technical workshops and architecture guidance, developing trusted relationships with key stakeholders, increasing adoption of the GitLab platform, and strengthening retention, growth, and customer satisfaction across your portfolio. ## What you’ll do * Lead structured Accelerator programs from discovery through measurement, including defining outcomes, establishing baselines, creating milestones, managing the customer collaboration backlog, and documenting results. * Guide customers on how to best use the GitLab platform, including common DevSecOps best practices, Git workflows, CI/CD, and adoption patterns. * Own a book of customers and drive adoption, retention, expansion, and overall satisfaction through ongoing strategic and technical engagement. * Build and maintain Customer Success Plans, define critical goals and key performance indicators, and track progress with customers over time. * Act as the primary GitLab liaison for assigned accounts, coordinating responses to questions, issues, and escalations across Support, Product Management, Sales, and Professional Services. * 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. * Support and lead account escalations by coordinating technical context, follow-up actions, customer communications, and clear exit criteria. * Analyze GitLab usage, adoption, and maturity signals to identify risks, prioritize interventions, and recommend next steps. ## What you’ll bring * Practical understanding of Git, common branching strategies, and modern software development lifecycles. * Working knowledge of continuous integration, continuous deployment, and DevSecOps practices. * Experience guiding customers through technical or architectural decisions in complex enterprise environments. * Experience facilitating technical workshops, enablement programs, and structured customer adoption initiatives. * Experience partnering with customers to define business outcomes and translate them into actionable success plans, key goals, and measures. * Background in customer success, post-sales, or professional services roles focused on adoption, retention, and satisfaction. * Ability to manage a portfolio of customers, including handling escalations and coordinating across Support, Product Management, Sales, and Professional Services. * Strong communication, presentation, and organizational skills, with attention to detail and analytical thinking. * Experience planning and managing projects or initiatives in technical environments, including identifying training and enablement needs. * Alignment with GitLab’s values and interest in applying transferable skills from related roles or industries, with flexibility to travel as needed according to company policy. ## About the team We are part of GitLab’s Customer Success organization. Our mission is to help customers align the GitLab platform with their business objectives through hands-on technical enablement, driving adoption, utilization, and DevSecOps maturity while building strong, consultative relationships. As Customer Success Architects, we act as trusted advisors and key liaisons between customers and the broader GitLab ecosystem, collaborating closely with Product Management, Engineering, Sales, Support, and Professional Services to address questions, guide roadmaps, and navigate escalations. We work in an all-remote, asynchronous way, coordinating across time zones to support a focused set of strategic accounts and ensure long-term customer success. ### How GitLab Supports Full-Time Employees * [Benefits to support your health, finances, and well-being](https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/) * [Flexible Paid Time Off ](https://handbook.gitlab.com/handbook/people-group/time-off-and-absence/time-off-types/#flexible-paid-time-off-pto) * [Team Member Resource Groups](https://handbook.gitlab.com/handbook/company/culture/inclusion/tmrg-tmag/) * [Equity Compensation & Employee Stock Purchase Plan](https://handbook.gitlab.com/handbook/total-rewards/stock-options/) * [Growth and Development Fund](https://handbook.gitlab.com/handbook/people-group/learning-and-development/growth-and-development/) * [Parental Leave](https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/#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](https://about.gitlab.com/company/culture/inclusion/#examples-of-select-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. Privacy Policy: Please review our [Recruitment Privacy Policy.](https://handbook.gitlab.com/handbook/hiring/candidate-faq/recruitment-privacy-policy/) Your privacy is important to us. 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](https://about.gitlab.com/handbook/people-policies/inc-usa/#equal-employment-opportunity-policy) and [EEO is the Law](https://about.gitlab.com/handbook/labor-and-employment-notices/#eeoc-us-equal-employment-opportunity-commission-notices). If you have a disability or special need that requires [accommodation](https://about.gitlab.com/handbook/people-policies/inc-usa/#reasonable-accommodation), please let us know during the [recruiting process](https://about.gitlab.com/handbook/hiring/interviewing/#adjustments-to-our-interview-process). Show more [Apply now >](https://jobicy.com/jobs/151576-customer-success-manager-22.md) > Annual salary information is not provided for this position. Explore salary ranges for similar roles in our [Salary Directory ›](https://jobicy.com/salaries.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. 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