Customer Success Architect

• Serve as a trusted strategic advisor and technical authority to complex, high-value Enterprise and Government customers across Japan
• Drive customer adoption of GitLab’s intelligent DevSecOps platform to achieve business goals and long-term outcomes
• Convert pre-sales command plans into customer success plans and guide customers through their journey
• Drive adoption, utilization, technical maturity, retention, renewals, and expansion
• Own a portfolio of strategic enterprise and Government accounts as executive-level technical liaison
• Coordinate and, when needed, direct Product Management, Engineering, Sales, Professional Services, and Support
• Shape platform strategy, configure GitLab environments, and advise on CI/CD, cloud, multi-cloud, hybrid architecture, and enterprise DevSecOps
• Lead technical strategy for large-scale DevSecOps platform consolidation and present compliance, architecture, TCO, and business cases to executives
• Prepare executive-ready reporting on adoption, retention, and expansion outcomes
• Lead end-to-end resolution of critical cross-functional escalations, including root cause analysis and executive communication
• Design and deliver technical enablement programs and maturity roadmaps
• Advise on multi-region deployment, secrets management, network/security topology, Runner configuration, and auto-scaling
• Guide customers on Git workflows, branching strategies, CI/CD pipeline design, DevSecOps adoption, and security scanning
• Provide hands-on technical enablement and onboarding
• Collaborate with Professional Services, Sales, and internal teams to identify expansion opportunities and support the customer journey through renewal

• 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
• Career built across direct customer-facing engagement roles such as Technical Account Management, Technical Solution Sales, Pre-sales, Business Development, Consulting, or Professional Services
• Experience across customers in multiple industry verticals, including Government, Banking, Financial and Insurance Services, Manufacturing, and Telecommunications
• Experience with technology and platform transitions, including on-premise to cloud, monolith to microservices, and Waterfall to DevOps to DevSecOps
• Demonstrated track record handling genuine account crises or owning Enterprise or Government accounts
• Experience personally owning outcomes of complex enterprise customer account engagements with commercial, technical, and reputational stakes
• Trusted by customer executives and internal leadership to operate with minimal oversight in ambiguous, high-pressure situations
• Deep hands-on expertise in DevSecOps, including shift-left security and integrating SAST, DAST, SCA, and container scanning
• Expert-level understanding of Git, merge request workflows, branching strategies such as trunk-based development and GitFlow, and modern software delivery lifecycles
• Experience with infrastructure as code, GitOps, cloud and on-premises environments, networking, IAM, secrets management, and regulated or high-security deployments
• Experience turning business requirements into actionable success plans with measurable goals and executive-level quarterly reporting
• Ability to drive product adoption and scale influence within assigned accounts
• Ability to build and defend executive-level business cases covering TCO, compliance, and risk
• Ability to operate autonomously in ambiguous, high-stakes situations while managing enterprise and Government portfolios, priorities, escalations, and cross-functional coordination

• 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