Senior Customer Success Architect - Australia

Responsibilities

• Partner with enterprise customers to translate pre-sales command plans and desired business outcomes into actionable goals, clear success criteria, and measurable key performance indicators tracked over time.
• Build and maintain Customer Success Plans for assigned accounts, defining critical goals, adoption milestones, and remediation actions that are reviewed regularly with customer stakeholders.
• Guide customers on GitLab platform best practices, including Git workflows, branching strategies, CI/CD pipeline design, DevSecOps adoption patterns, and security scanning configuration.
• Own a portfolio of enterprise customers and drive adoption, retention, expansion, and overall satisfaction through ongoing strategic and technical engagement.
• Act as the primary GitLab liaison for assigned accounts, coordinating follow-up on customer questions, issues, and escalations across Support, Product Management, Sales, and Professional Services.
• Program manage account escalations end to end, ensuring root causes are identified, follow-up actions are owned, timelines are tracked, and stakeholders across multiple teams stay informed.
• Provide hands-on technical enablement and onboarding, including education on GitLab features, releases, and use cases, while identifying training and maturity opportunities aligned to customer goals.
• Advise customers on deployment and architecture choices relevant to their GitLab environment, including self-managed and GitLab Dedicated considerations, runner configuration and autoscaling, secrets management, and network topology.

Requirements

• Hands-on experience building or owning CI/CD pipelines end to end, including pipeline as code, multi-stage design, artifact management, and troubleshooting in real-world environments.
• Working knowledge of DevSecOps practices, including shift-left security and integrating SAST, DAST, SCA, and container scanning into development workflows.
• Practical understanding of Git, merge request workflows, branching strategies such as trunk-based development and GitFlow, and moder

Additional Information

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. 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. 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. * 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 Senior Customer Success Architect, you'll serve as a strategic technical advisor to some of GitLab's most important enterprise customers across the APJ region. In this role, you'll help customers connect GitLab's intelligent DevSecOps platform to their business goals and achieve meaningful, long-term outcomes. You'll work closely with customers after the sale to turn pre-sales command plans into clear success plans, guide them through their customer journey, and support adoption, utilization, and technical maturity. Reporting into the APJ Customer Success organization, you'll own a portfolio of enterprise customers, act as their primary GitLab liaison for questions and escalations, and coordinate with teams across Product Management, Engineering, Sales, Professional Services, and Support. You'll bring technical depth in CI/CD, cloud platforms, and DevSecOps practices to help customers apply best practices, configure GitLab for their environments, and stay current with platform capabilities. In your first year, success will look like building strong relationships with key stakeholders, increasing platform adoption and technical maturity, and supporting retention, growth, and customer satisfaction across your portfolio. Some examples of our projects: Turning pre-sales command plans into measurable customer success plans that align technical adoption with business outcomes Guiding enterprise customers on GitLab best practices across CI/CD, DevSecOps, cloud architecture, and platform consolidation

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