[All remote jobs](https://jobicy.com/jobs.md)[![GitLab logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2020/12/WRILS-201207055737-109952.jpg)](https://jobicy.com/company/gitlab.md)[GitLab](https://jobicy.com/company/gitlab.md) # Customer Success Architect 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)ShareRemote from[USA](https://jobicy.com/job-region/usa.md)SalaryUndisclosedDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceSeniorPublished26 Oct 2026Apply before25 Nov 2026Listing views27Application actions1Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. GitLab is hiring a Customer Success Architect to act as a strategic and technical post-sales advisor for a portfolio of important customers. The role centers on translating business outcomes into customer success plans, driving GitLab adoption, and improving retention, expansion, and satisfaction. It requires practical DevSecOps knowledge, including Git workflows, CI/CD, software development lifecycles, and hands-on enablement. The architect will coordinate escalations and customer initiatives with Sales, Support, Product, Engineering, and Professional Services in an all-remote, asynchronous environment. ## 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 insightThis is a technically informed, customer-facing strategic role requiring fluency in DevSecOps practices alongside strong account ownership and escalation management. Success depends on independently managing complex stakeholders, technical adoption barriers, and cross-functional execution. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$155,000US market range (per year)$130k–$185k0$203.50k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. No employer salary was disclosed. The annual compensation estimate is inferred for a US-based, full-time Customer Success Architect role requiring DevSecOps expertise, strategic account ownership, and technical customer enablement. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer Success Management](https://jobicy.com/jobs?search_keywords=Customer%20Success%20Management.md)[DevSecOps](https://jobicy.com/jobs?search_keywords=DevSecOps.md)[Git](https://jobicy.com/jobs?search_keywords=Git.md)[CI/CD](https://jobicy.com/jobs?search_keywords=CICD.md)[Customer Enablement](https://jobicy.com/jobs?search_keywords=Customer%20Enablement.md)[Technical Account Management](https://jobicy.com/jobs?search_keywords=Technical%20Account%20Management.md)[Strategic Account Planning](https://jobicy.com/jobs?search_keywords=Strategic%20Account%20Planning.md)[Customer Retention](https://jobicy.com/jobs?search_keywords=Customer%20Retention.md)[Escalation Management](https://jobicy.com/jobs?search_keywords=Escalation%20Management.md)[Stakeholder Management](https://jobicy.com/jobs?search_keywords=Stakeholder%20Management.md)[Software Development Lifecycle](https://jobicy.com/jobs?search_keywords=Software%20Development%20Lifecycle.md)[Project Management](https://jobicy.com/jobs?search_keywords=Project%20Management.md)[Technical Presentations](https://jobicy.com/jobs?search_keywords=Technical%20Presentations.md)[Cross-functional Collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20Collaboration.md)[Data Analysis](https://jobicy.com/jobs?search_keywords=Data%20Analysis.md) Sample interview questionsHow would you turn a customer's broad DevSecOps objectives into a measurable GitLab success plan?I would first align with executive and technical stakeholders on the desired business outcomes, current workflow, baseline metrics, and constraints. I would then define specific adoption milestones, owners, timelines, and KPIs such as pipeline usage, deployment frequency, lead time, security-scanning adoption, or active-user engagement. I would review progress regularly, adjust the plan as priorities evolve, and communicate outcomes clearly to all stakeholders. Describe how you would help a customer improve adoption of GitLab CI/CD. I would assess the customer's existing development and delivery process, repository practices, pipeline maturity, and key blockers. From there, I would recommend a phased enablement plan covering Git workflows, reusable pipeline patterns, testing, security scanning, and deployment automation. I would pair education with practical milestones and usage metrics so the customer can demonstrate value and sustain adoption. How do you manage a high-impact customer escalation involving multiple internal teams? I establish a clear incident structure immediately: scope, business impact, customer expectations, technical owner, action items, and communication cadence. I coordinate the appropriate Support, Engineering, Product, and Services participants while maintaining one accountable customer-facing narrative. After resolution, I ensure root causes, preventative actions, and success-plan updates are documented and owned. How would you balance retention, expansion, and technical advisory work across a portfolio of accounts? I would segment accounts by strategic value, renewal risk, adoption maturity, and urgency, then use success plans and health indicators to prioritize proactive engagement. I focus first on measurable customer outcomes and risk reduction, because sustainable expansion follows demonstrated value. Regular account reviews and disciplined documentation help ensure no critical commitments or opportunities are missed. What practices are important for effective collaboration in an asynchronous remote organization? I prioritize clear written communication, durable documentation, explicit ownership, and decisions that include relevant context. I provide concise updates that state status, risks, next actions, and needed input, allowing colleagues across time zones to contribute without unnecessary meetings. I also use synchronous conversations selectively for complex alignment, then document the conclusions for the wider team. Opportunity details ## 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](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 a strategic advisor to some of GitLab’s most important 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, and 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 building strong, consultative relationships with key stakeholders, increasing adoption of the GitLab platform, and strengthening retention, growth, and customer satisfaction across your portfolio. ### What you’ll do * Partner with customers to translate pre-sales command plans and desired business outcomes into actionable objectives and clear success criteria. * 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. * Provide hands-on technical enablement and onboarding, including education on new GitLab features, releases, and relevant use cases. * Program manage account escalations, ensuring root causes are understood, follow-up actions are owned, and stakeholders are informed. * Collaborate with Services and other internal teams to identify and recommend training, enablement, and maturity opportunities aligned to customer needs. ### 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 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/157199-customer-success-architect-3.md) > Annual salary information is not provided for this position. 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