Customer Success Manager

Job Overview

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.

Job Description

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.

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.

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.

Key Responsibilities

• 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.
• 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.
• 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.
• 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.

Required Skills and Qualifications

• 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.
• 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.
• 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.

Benefits and Perks

• 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.

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

GitLab is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.