Customer Success Architect, NEUR

An overview of this role The Customer Success Architect (CSA) team focuses on the themes of align, enable, and expand. 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. What You’ll Do Partner with our customers in taking what was established in the pre-sales command plan, and turning the customers desired positive business outcomes into actionable objectives Know the GitLab platform, our more common best practices, and use cases in order to guide the customer Understand the customer journey and be able to guide them on future adoption Act as the GitLab liaison for GitLab questions, issues, or escalations. Work with GitLab Support, Product Management (i.e., roadmaps), or other teams as needed Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction Remain knowledgeable and up‑to‑date on GitLab releases Provide immediate onboarding activities Work with assigned customers to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals Program manage account escalations Provide insights with respect to the availability and applicability of new features in GitLab as relevant Support GitLab Services in identifying and recommending training opportunities What You’ll Bring Understanding of Git and typical branching strategies Knowledge of software development lifecycle and development pipeline Understanding of continuous integration, continuous deployment, DevSecOps Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention Experience partnering with customers to define and achieve business outcomes Familiarity working with customers of sizes relevant to the assigned segment Exceptional verbal, written, organizational, presentation, and communications skills Detailed oriented and analytical Strong team player but self‑starter Project management experience & skills Strong technical, analytic, and problem‑solving skills Alignment with our values, and willingness to work in accordance with those values Ability to travel if needed and comply with the company’s travel policy Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post‑sales or professional services functions About the team The Customer Success Architect (CSA) team focuses on hands‑on technical enablement, adoption, utilization and maturity - while maintaining strong customer relationships and business alignment. 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 * 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. #J-18808-Ljbffr Nomado24