[Hiring] Customer Success Architect @GitLab

Role Description

As a Customer Success Architect, you'll serve as a trusted strategic advisor and technical authority to some of GitLab's most complex and high-value Enterprise and Government customers across Japan. In this role, you will be driving and shaping how our largest customers adopt GitLab's intelligent DevSecOps platform to achieve their business goals and realize meaningful, long-term outcomes. You will be working closely with customers after the sale to:

• Turn pre-sales command plans into clear success plans
• Guide them through their customer journey
• Drive adoption, utilization, and technical maturity
• Influence renewal and expansion decisions through post-sales engagements with executive-level decision makers

This is an individual-contributor role for someone who has already led pre or post-sales customer engagements in large complex accounts across multiple industry domains to drive quantifiable business outcomes. The individual is comfortable operating with ambiguity and can credibly advise VP- and C-level stakeholders on:

• Business transformation
• Application modernization
• Platform strategy
• Architecture
• Organizational DevSecOps transformation

Reporting into the APJ Customer Success organization, you'll own a portfolio of GitLab's most strategic enterprise and Government accounts, act as the executive-level technical liaison for these accounts, and drive cross-functional resolution of their highest-priority issues.

Qualifications

• Must be a Japanese citizen based in Japan
• Mandatory Japanese (native or professional level) and English language proficiency
• Hands-on experience building or owning CI/CD pipelines end to end
• A career built across different direct customer-facing engagement roles
• A long-standing demonstrated track record as the person other senior people call when an account is in genuine crisis
• Credible judgment earned by personally owning the outcomes of dozens of complex enterprise customer account engagements
• A consistent track record of being trusted by customer executives and internal leadership
• Deep, hands-on expertise in DevSecOps practices
• Expert-level understanding of Git, merge request workflows and delivery lifecycles
• Demonstrated experience with infrastructure as code, GitOps, Cloud and on-premises environments
• Demonstrated experience partnering with customers to turn business requirements into actionable success plans
• Demonstrated ability to drive product adoption and scale out the level of influence in the account
• Demonstrated ability to build and defend executive-level business cases
• Demonstrated ability to operate with autonomy in ambiguous, high-stakes situations

Requirements

• Owns a book of Enterprise and Government customers
• Serves as the senior post-sales strategic, business and technical advisor
• Translates ambiguous, high-stakes business outcomes into rigorous Customer Success Plans
• Prepares executive-ready reporting conducted on a regular basis
• Provides deep technical guidance on enterprise-scale CI/CD architecture
• Owns the full lifecycle of account portfolio's adoption, retention, and expansion outcomes
• Leads end-to-end resolution of critical, cross-functional account escalations
• Designs and delivers technical enablement programs at scale
• Advises key customers on cloud and platform architecture decisions
• Guides customers on GitLab platform best practices
• Provides hands-on technical enablement and onboarding
• Engages customers on cloud platform architecture decisions
• Advises customers on DevSecOps consolidation value
• Collaborates with Professional Services, Sales, and internal teams

Benefits

• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave