Customer Success Architect - Japan

Remote, Japan

GitLab is an open-core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating human progress. Our platform unites teams and organizations, breaking down barriers and redefining what's possible in software development. Thanks to products like Duo Enterprise and Duo Agent Platform, customers get AI benefits at every stage of the SDLC. 

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.

An overview of this role

The Customer Success Architect (CSA) is a highly strategic position designed to provide unparalleled value to our customers by aligning our platform with their unique business objectives and driving long-term success.

The CSA role is a pivotal addition to our customer success team, focusing on building strong, consultative relationships with our key customers. Our CSAs serve as trusted advisors, leveraging their deep understanding of DevSecOps best practices, industry trends, and our software capabilities to help customers navigate complex challenges and achieve their desired outcomes.

Additionally, the team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others.

The CSA team focuses on hands-on technical enablement, adoption, utilization, and maturity - while maintaining strong customer relationships and business alignment.

What you'll do

  • Partner with our customers in taking what was established in the pre-sales command plan, and turning the customers desired positive business outcomes into actionable objectives
  • Know the GitLab platform, our more common best practices, and use cases in order to guide the customer
  • Understand the customer journey and be able to guide them on future adoption
  • Act as the GitLab liaison for GitLab questions, issues, or escalations. Work with GitLab Support, Product Management (i.e., roadmaps), or other teams as needed
  • Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction
  • Remain knowledgeable and up-to-date on GitLab releases
  • Provide immediate onboarding activities
  • Work with assigned customers to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals
  • Program manage account escalations Provide insights with respect to the availability and applicability of new features in GitLab as relevant
  • Support GitLab Services in identifying and recommending training opportunities

What You’ll Bring 

  • Understanding of Git and typical branching strategies
  • Knowledge of software development lifecycle and development pipeline
  • Understanding of continuous integration, continuous deployment, DevSecOps
  • Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention
  • Experience partnering with customers to define and achieve business outcomes
  • Familiarity working with customers of sizes relevant to the assigned segment
  • Exceptional verbal, written, organizational, presentation, and communications skills
  • Detailed oriented and analytical Strong team player but self-starter
  • Project management experience & skills
  • Strong technical, analytic, and problem-solving skills
  • Alignment with our values, and willingness to work in accordance with those values
  • Ability to travel if needed and comply with the company’s travel policy
  • Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions

Hiring process

Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process. To learn more about someone who may be conducting the interview, find their job title on our team page.

Recruiter Screening

Qualified candidates will be invited to schedule a 30 minute screening call with one of our Global Recruiters.

Hiring Manager Interview

The hiring manager interview is the first of the interviews with the Customer Success team. This interview is with the manager of the team the candidate is applying to join. It is a 45 minute interview.

Peer Interview

The peer interview is conducted by an individual contributor who is a member of the team the candidate is applying to join. Peer interviewers are selected by the hiring manager. This is a 45 minute interview.

Panel Interview

The panel interview consists of several members of the Customer Success team. It typically includes the hiring manager and 1-2 other team members. This is a 60 minute interview, with the following format:

  • Live demonstration based on the guidance provided ahead of the interview by the recruiter

  • General discussion and questions from the panel

Executive Interview

Conducted by the Director of Customer Success, this is a discussion with the candidate as a final assessment interview to evaluate the candidate’s suitability for the role. This is a 30 minute interview.

 

カスタマーサクセスアーキテクト（CSA）職務概要

この役割について

カスタマーサクセスアーキテクト（CSA）は、お客様固有のビジネス目標に当社プラットフォームを整合させ、長期的な成功を推進することで、お客様に比類のない価値を提供するための非常に戦略的なポジションです。

CSAの役割は、主要なお客様との強固なコンサルティング関係の構築に焦点を当てた、カスタマーサクセスチームへの重要な追加職種です。CSAは信頼できるアドバイザーとして、DevSecOpsのベストプラクティス、業界トレンド、当社ソフトウェアの機能に関する深い理解を活用し、お客様が複雑な課題を乗り越え、望ましい成果を達成できるよう支援します。

さらに、本チームはお客様とGitLabエコシステム間の連絡役として、プロダクトマネジメント、エンジニアリング、セールス、プロフェッショナルサービスなどとの協力を効率化します。

CSAチームは、強固な顧客関係とビジネスアラインメントを維持しながら、実践的な技術的支援、導入、活用、成熟度に焦点を当てています。

担当業務

  • プリセールスのコマンドプランで確立された内容を基に、お客様の望ましいビジネス成果を実行可能な目標に変換するためのパートナーシップ
  • お客様を導くため、GitLabプラットフォーム、一般的なベストプラクティス、ユースケースを熟知
  • カスタマージャーニーを理解し、将来の導入について案内
  • GitLabに関する質問、問題、エスカレーションのGitLab連絡窓口として機能。必要に応じてGitLabサポート、プロダクトマネジメント（ロードマップなど）、その他チームと連携
  • 割り当てられた顧客を担当し、導入促進、継続率と成長の確保、全体的な顧客満足度に注力
  • GitLabリリースに関する知識を常に最新に保つ
  • 即座のオンボーディング活動の提供
  • 担当顧客と協力してカスタマーサクセスプランを構築し、重要な目標やその他の主要業績評価指標を設定し、お客様の目標達成を支援
  • アカウントエスカレーションのプログラム管理
  • 関連する場合、GitLabの新機能の可用性と適用性に関する洞察を提供
  • GitLabサービスがトレーニング機会を特定し推奨することを支援

求めるスキル・経験

  • Gitと一般的なブランチング戦略の理解
  • ソフトウェア開発ライフサイクルと開発パイプラインの知識
  • 継続的インテグレーション、継続的デプロイメント、DevSecOpsの理解
  • カスタマーサクセスまたは満足度、導入、継続率向上の同等の実績
  • お客様と協力してビジネス成果を定義し達成した経験
  • 割り当てセグメントに関連する規模の顧客との業務経験
  • 優れた口頭、文書、組織、プレゼンテーション、コミュニケーションスキル
  • 細部志向で分析的
  • チームプレーヤーでありながら自発的
  • プロジェクトマネジメントの経験とスキル
  • 強力な技術的、分析的、問題解決スキル
  • 当社の価値観との整合性、およびそれらの価値観に従って働く意欲
  • 必要に応じて出張可能で、会社の出張ポリシーに準拠できること
  • 関連職務における段階的な経験が必須、ポストセールスまたはプロフェッショナルサービス機能における直接的な顧客支援とエンゲージメント経験

採用プロセス

このポジションの候補者は、以下の順序で採用プロセスが進むことが予想されます。候補者はプロセスのどの段階でも不採用となる可能性があることにご注意ください。

リクルータースクリーニング 適格な候補者は、グローバルリクルーターとの30分間のスクリーニング面接にご招待されます。

採用マネージャー面接 カスタマーサクセスチームとの最初の面接です。候補者が参加を希望するチームのマネージャーとの面接です。45分間の面接です。

ピア面接 候補者が参加を希望するチームのメンバーである個人貢献者が実施します。ピア面接官は採用マネージャーが選定します。45分間の面接です。

パネル面接 カスタマーサクセスチームの複数メンバーで構成されます。通常、採用マネージャーと1〜2名の他のチームメンバーが含まれます。60分間の面接で、以下の形式で行われます：

  • リクルーターが事前に提供したガイダンスに基づくライブデモンストレーション
  • パネルからの一般的な議論と質問

エグゼクティブ面接 カスタマーサクセスディレクターが実施する、役割に対する候補者の適性を評価するための最終評価面接です。30分間の面接です。

 

How GitLab will support you

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.  

Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.

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