Customer Success Architect, France

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 Customer Success Architect, you’ll sit at the intersection of business outcomes and technical excellence, helping customers align GitLab’s DevSecOps platform with their strategic goals. You’ll act as a trusted advisor to key accounts, using your deep understanding of Git, CI/CD, software development lifecycles, and DevSecOps practices to guide them through complex challenges and drive adoption, utilization, and maturity across the GitLab platform. You’ll own a book of customers, translate pre-sales command plans into actionable success plans, and partner closely with Customer Success, Product Management, Engineering, Sales, Support, and Professional Services to ensure issues are resolved, value is realized, and long-term relationships grow.

In this role, you’ll focus on the themes of align, enable, and expand: aligning our solutions to customer objectives, enabling teams through hands-on technical onboarding and best-practice guidance, and expanding value as customers progress on their GitLab journey. In your first year, you’ll be expected to build strong, consultative relationships, increase product adoption and customer satisfaction within your accounts, and become the go-to liaison for questions, escalations, and roadmap conversations.

What you’ll do

• Partner with customers to translate pre-sales command plans into clear, actionable objectives tied to their desired business outcomes.
• Guide customers on how to best use the GitLab platform, applying DevSecOps, CI/CD, and Git best practices across common use cases.
• Lead customers through their adoption journey, from onboarding and enablement to ongoing utilization and maturity of the platform.
• Own a portfolio of customers, focusing on driving product adoption, retention, expansion, and overall satisfaction.
• Act as the primary GitLab liaison for your accounts, coordinating with Support, Product Management, Sales, and Professional Services on questions, issues, roadmaps, and escalations.
• Build and maintain Customer Success Plans with assigned customers, defining critical goals and key performance indicators, and track progress against those goals.
• Program manage account escalations, ensuring timely coordination, communication, and resolution across GitLab teams and customer stakeholders.
• Stay current on GitLab releases and new features, and proactively provide insights and recommendations on how customers can use them to achieve their objectives.
• Identify and recommend training and services opportunities that support customer enablement and long-term success.

What you’ll bring

• Proven experience in customer success, post-sales, or professional services roles with a focus on driving adoption, retention, and measurable business outcomes.
• Practical understanding of Git, common branching strategies, and the software development lifecycle, including continuous integration, continuous deployment, and DevSecOps practices.
• Ability to act as a trusted advisor to technical and business stakeholders, partnering with customers to define, prioritize, and achieve their desired outcomes.
• Strong communication skills, including clear written and verbal communication, effective presentations, and the ability to explain technical topics to varied audiences.
• Demonstrated project management capabilities, including organizing work, managing escalations, and coordinating across internal teams such as Support, Product Management, Sales, and Services.
• Analytical and problem-solving skills to interpret customer data, identify risks or opportunities, and recommend actionable …