At a glance
- Location
- Remote · Japan
About the role
- As a Customer Success Architect, you will 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.
- You will drive and shape how our largest customers adopt GitLab's intelligent DevSecOps platform to achieve their business goals and realize meaningful, long-term outcomes.
- 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.
Responsibilities
- Owns a book of Enterprise and Government customers and drive adoption, retention, expansion, and overall satisfaction through ongoing strategic, business and technical engagement.
- Serves as the senior post-sales strategic, business and technical advisor for a portfolio of GitLab's most complex, highest-value enterprise and Government accounts.
- Translates ambiguous, high-stakes business outcomes into rigorous Customer Success Plans that are regularly reviewed with customer stakeholders.
- Prepares executive-ready reporting conducted on a regular basis with clear accountability for outcomes that demonstrate impact on adoption, retention, and expansion of GitLab products and services.
- Provides deep technical guidance on enterprise-scale CI/CD architecture, DevSecOps maturity models, platform consolidation strategy, including advising on complex trade-offs.
- Owns the full lifecycle of your account portfolio's adoption, retention, and expansion outcomes, with direct accountability for the commercial and technical health of flagship relationships.
- Leads end-to-end resolution of critical, cross-functional account escalations, ensuring root causes are identified, follow-up actions are owned, and managing executive communication and risk.
- Designs and delivers technical enablement programs at scale, identifying systemic maturity gaps across a portfolio and building the roadmap that closes them.
- Advises key customer stakeholders on cloud and platform architecture decisions with enterprise-wide impact, including multi-region deployment strategy and network/security topology.
- Guides customers on GitLab platform best practices including Git workflows, branching strategies, CI/CD pipeline design, and security scanning configuration.
Requirements
- 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, including pipeline as code, multi-stage design, artifact management, and troubleshooting in real-world environments.
- A career built across different direct customer facing engagement roles such as Technical Account Management, Technical Solution Sales, Pre-sales, Business Development, Consulting, Professional services across customers in different industry vertical domains.
- Credible judgment earned by personally owning the outcomes of dozens of complex enterprise customer account engagements over the course of a career.
- A consistent track record of being trusted by customer executives and internal leadership to operate with minimal oversight in ambiguous and high-pressure situations.
- Deep, hands-on expertise in DevSecOps practices, including shift-left security and integrating SAST, DAST, SCA, and container scanning into development workflows as well as architecting and troubleshooting CI/CD pipelines at enterprise scale.
- Expert-level understanding of Git, merge request workflows and delivery lifecycles, having personally guided organizations through branching strategies such as trunk-based development and GitFlow.
- Demonstrated experience with infrastructure as code, GitOps, Cloud and on-premises environments with relevant experience that support GitLab deployments.
- Demonstrated experience partnering with customers to turn business requirements into actionable success plans, with measurable goals and verifiable business outcomes.
Benefits
- 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
Workplace
- Remote location based in Japan
- Must be a Japanese citizen based in Japan
Skills
- GitLab
- CI/CD
- DevSecOps
- Git
- SAST
- DAST
- SCA
- Infrastructure As Code
- GitOps
- Cloud
- Microservices
