Customer Success Architect

🔥 0 minutes ago

🇯🇵 Japan – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

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GitLab

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2014

💼 Consulting

📣 Marketing

🤖 Artificial Intelligence

💰 Secondary Market on 2020-11

Consulting • Marketing • Artificial Intelligence

GitLab is the most comprehensive AI-powered DevSecOps platform, offering tools for automated software delivery, security, and compliance throughout the software development lifecycle. It provides solutions across areas such as AI-assisted development, continuous integration/continuous deployment (CI/CD), source code management, and vulnerability management. GitLab aims to simplify and accelerate software delivery by uniting development, security, and operations on a unified platform. It is particularly recognized for its AI code assistants and has been named a leader in the Gartner Magic Quadrant™ for DevOps Platforms, making it a preferred choice for many enterprises.

📋 Description

• 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

🎯 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 • 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

• 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