Senior Customer Success Architect - Australia

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

What you’ll do

• 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.

What you’ll bring

• 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 modern software delivery lifecycles.
• Familiarity with infrastructure as code, GitOps principles, and cloud or on-premises environments that support GitLab deployments, including networking, identity and access management, secrets management, and deployment considerations.
• Experience partnering with customers to turn business outcomes into actionable success plans, measurable goals, and executive-ready reporting.
• Strong communication, stakeholder management, and organization skills to manage a portfolio of enterprise customers, balance multiple priorities, guide escalations, and coordinate effectively across customer teams and internal partners.
• NV1 or NV2 clearance, or eligibility to obtain clearance, is required for this role.

About the team

The Customer Success Architect team is part of GitLab's Customer Experience organization. It supports strategic enterprise accounts across the APJ region through hands-on technical guidance, consultative partnership, and practical problem solving.

We act as a reliable technical advisor and an important link between customers and the broader GitLab ecosystem. We bring platform, cloud, and DevSecOps depth to customer engagements and work closely with Product Management, Engineering, Sales, Support, and Professional Services to address questions, guide customers through technical choices, navigate escalations, and help them realize measurable value from GitLab.

Composed of team members working remotely across time zones, we operate asynchronously to support a focused set of strategic accounts across the region. It's a team well suited for people who enjoy solving complex customer challenges, building long-term partnerships, and helping enterprise organizations grow their maturity with GitLab in practical, measurable ways.