Opportunity at
GitLabCustomer Success Architect - East
GitLab is seeking a Customer Success Architect - East to join its North America Customer Success organization. GitLab operates an intelligent orchestration platform for DevSecOps, helping…
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About This Role
GitLab is seeking a Customer Success Architect - East to join its North America Customer Success organization. GitLab operates an intelligent orchestration platform for DevSecOps, helping organizations boost developer productivity, enhance operational efficiency, mitigate security and compliance risks, and accelerate digital transformation. In this role, you will act as a strategic advisor and primary liaison to a designated portfolio of clients, assisting them in connecting the GitLab platform to their…
Job Description
GitLab is seeking a Customer Success Architect - East to join its North America Customer Success organization. GitLab operates an intelligent orchestration platform for DevSecOps, helping organizations boost developer productivity, enhance operational efficiency, mitigate security and compliance risks, and accelerate digital transformation. In this role, you will act as a strategic advisor and primary liaison to a designated portfolio of clients, assisting them in connecting the GitLab platform to their broader business goals.
You will collaborate post-sale to convert pre-sales command plans into actionable success strategies, driving ongoing platform adoption, usage, and maturity. Daily activities involve delivering technical onboarding, leading educational sessions on new releases, managing project timelines, and coordinating cross-functional resolutions across Product Management, Engineering, Sales, Support, and Professional Services during account escalations.
This position requires a practical background in Git workflows, continuous integration and deployment (CI/CD), software development lifecycles, and DevSecOps principles. Candidates should possess strong communication, analytical, and project management capabilities. GitLab provides a base salary ranging from USD 93,600 to USD 158,400 per year, with sales positions also eligible for incentive pay targeting up to 100 percent of the base salary. Full-time team members have access to flexible paid time off, equity compensation, an employee stock purchase plan, parental leave, team member resource groups, and a growth and development fund.
Responsibilities
- Translate pre-sales command plans and desired business outcomes into actionable objectives and success criteria
- Own a dedicated customer book of business to drive adoption, retention, expansion, and satisfaction through ongoing engagement
- Build and maintain Customer Success Plans with defined goals, key performance indicators, and progress tracking
- Act as the primary company liaison for assigned accounts, managing questions, issues, and escalations across Support, Product Management, Sales, and Professional Services
- Deliver hands-on technical enablement, onboarding, and education regarding new platform features and releases
- Program manage account escalations to uncover root causes and ensure clear ownership of follow-up actions
- Collaborate with internal teams to suggest training and maturity opportunities matched to client needs
Requirements
- Practical understanding of Git, branching strategies, and modern software development lifecycles
- Working knowledge of continuous integration, continuous deployment, and DevSecOps practices
- Experience partnering with clients to define business outcomes and translate them into actionable success plans
- Background in customer success, post-sales, or professional services focusing on adoption, retention, and satisfaction
- Ability to manage a customer portfolio, handle escalations, and coordinate across internal departments
Qualifications
- Strong communication, presentation, organizational, and analytical skills
- Experience planning and managing projects in technical environments
- Alignment with company values and interest in applying transferable skills from related industries
Core Skills
Benefits
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation and Employee Stock Purchase Plan
- Growth and Development Fund
- Parental Leave
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the salary range for the Customer Success Architect - East role?
The United States base salary range for this level is USD 93,600 to USD 158,400 per year, and sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.
What are the core duties of this position?
Responsibilities include acting as a strategic advisor to key clients, translating pre-sales plans into success criteria, driving platform adoption and retention, providing hands-on technical enablement, and coordinating account escalations across internal teams.
What background and skills are required?
Candidates must have a practical understanding of Git, branching strategies, software development lifecycles, continuous integration and deployment, and DevSecOps practices, alongside experience in post-sales, customer success, or professional services roles.
What employee benefits are offered?
GitLab provides flexible paid time off, equity compensation, an employee stock purchase plan, a growth and development fund, parental leave, and team member resource groups.
Sample Interview Questions
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