Customer Success Architect, Japan

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, shaping multi-year platform and DevSecOps strategy in partnership with customer executives, coordinating responses to questions, issues, and escalations…
• Support, Product Management, Sales, and Professional Services.
• Translates ambiguous, high-stakes business outcomes into rigorous Customer Success Plans that are regularly reviewed with customer stakeholders. The Customer Success Plans contain clearly defined business outcome related goals, quantifiable benefits, realistic adoption milestones and remediation actions.
• 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 (e.g., multi-cloud vs. hybrid, self-managed vs. GitLab Dedicated, etc).
• 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, holding internal teams accountable to timelines, driving the root cause analysis and personally managing executive communication and risk.
• Leads end-to-end resolution of critical, cross-functional account escalations, ensuring root causes are identified, follow-up actions are owned, holding internal teams accountable to timelines, driving the driving root cause analysis and personally managing executive communication and risk.
• Designs and delivers technical enablement programs at scale, identifying systemic maturity gaps across a portfolio and building the roadmap (not just individual sessions) that closes them.

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