Customer Success Architect

This is a fully remote position, open to applicants in Japan.

📋 Description

• Act as a reliable strategic advisor and technical expert for complex, high-value Enterprise and Government clients throughout Japan.

• Promote the adoption of GitLab’s intelligent DevSecOps platform to help achieve business objectives and long-term results.

• Transform pre-sales command plans into customer success strategies and assist customers throughout their journey.

• Drive adoption, usage, technical advancement, customer retention, renewals, and growth.

• Manage a portfolio of key enterprise and Government accounts as the executive-level technical liaison.

• Coordinate and, when necessary, lead Product Management, Engineering, Sales, Professional Services, and Support teams.

• Influence platform strategy, set up GitLab environments, and provide guidance on CI/CD, cloud, multi-cloud, hybrid architecture, and enterprise DevSecOps.

• Direct the technical strategy for large-scale DevSecOps platform consolidation, presenting compliance, architecture, TCO, and business cases to executives.

• Create executive-ready reports on adoption, retention, and expansion results.

• Oversee the end-to-end resolution of critical cross-functional escalations, including root cause analysis and communication with executives.

• Design and implement technical enablement programs and maturity roadmaps.

• Advise on multi-region deployments, secrets management, network/security topology, Runner configuration, and auto-scaling solutions.

• Guide clients on Git workflows, branching strategies, CI/CD pipeline design, DevSecOps integration, and security scanning practices.

• Provide practical technical enablement and onboarding assistance.

• Collaborate with Professional Services, Sales, and internal teams to pinpoint expansion opportunities and support customers during the renewal process.

⛳️ Requirements

• Proven experience in a technical advisory role, especially within Enterprise or Government settings.

• Strong understanding of DevSecOps principles and practices.

• Excellent communication skills, with the ability to present complex technical information to non-technical audiences.

• Experience in managing large-scale technical projects and customer accounts.

• Ability to work cross-functionally and lead teams towards common goals.

• Familiarity with GitLab's products and services is a plus.

🏝️ Benefits

• Benefits to support your health, finances, and well-being.

• Flexible Paid Time Off (PTO).

• Team Member Resource Groups.

• Equity Compensation & Employee Stock Purchase Plan.

• Growth and Development Fund.

• Parental Leave.

• Remote work arrangement.