Customer Success Architects (CSA)

View the CSM Handbook homepage for additional CSM-related handbook pages.

At GitLab, we understand that our customers’ success is our success. That’s why we have introduced the Customer Success Architect (CSA) role, our highest-rated technical product experts within Customer Success designed to provide you with top-tier expertise and guidance throughout your journey with GitLab.

How CSA Engagement Works

CSA engagement is available through GitLab’s Advanced and Signature Success Tiers, which are paid service offerings purchased alongside your GitLab subscription. The CSA is a dedicated, named resource assigned to your account to provide ongoing technical guidance and lead structured Accelerator programs aligned with your strategic goals.

For an overview of all Success Tiers, see the Success Tiers page.

How the CSA Differs from the CSM

Customers on the Advanced or Signature tier work with a CSA. Customers on the Essentials tier work with a CSM. Here’s how the roles differ:

CSM (Essentials) CSA (Advanced / Signature)
Focus Business alignment, relationship management, success planning, renewal and expansion strategy Deep technical enablement, architecture guidance, Accelerator design and delivery
Key deliverables Success Plans, cadence calls (up to 2/month), EBRs (up to 1/year), health monitoring Accelerators (2–4/year), architecture reviews, custom enablement workshops, EBRs (up to 4/year)
Technical depth Strategic advisory — guides conversations, analyzes usage data, identifies opportunities Deepest product expertise in CS — deployment best practices, Center of Excellence design, implementation guidance

What Can You Expect from a Customer Success Architect?

The Customer Success Architect (CSA) is an experienced advisor who combines deep GitLab expertise with extensive DevSecOps knowledge to help you maximize your GitLab investment. Here’s what you can expect from your CSA:

  1. Strategic Expert Leadership: Your CSA brings extensive GitLab and DevSecOps expertise to help drive your strategy. They will:

    • Design optimal solutions tailored to your specific needs
    • Anticipate and address potential challenges
    • Leverage their implementation experience to guide your success
    • Work closely with you to understand and achieve your business objectives

  2. Accelerator Program Implementation: Your CSA will lead focused 12-week accelerator programs aligned with your strategic goals. These programs provide:

    • Structured guidance for implementing key initiatives
    • Measurable outcomes through proven methodologies
    • Implementation expertise in areas such as compliance, process optimization, and platform modernization
    • Advanced tier receives up to 2 accelerators annually; Signature tier receives up to 4 accelerators
    • Browse available programs on the Accelerator Marketplace or contact your CSA to discuss which programs align with your goals

  3. Advisory and Risk Management: Your CSA provides comprehensive guidance including:

    • Product usage monitoring and optimization recommendations
    • Risk assessment and mitigation planning
    • Implementation guidance and best practices
    • Regular progress calls (up to 4 per month for Advanced, as needed for Signature)
    • Executive ROI Progress & Impact Reviews (up to 4 per year)

  4. Cross-Functional Collaboration: Your CSA works closely with GitLab teams to ensure your success:

    • Collaborates with Product Engineering to influence roadmap based on your needs
    • Partners with your Assigned Support Engineer (ASE) (Signature tier) for enhanced support
    • Coordinates with Education services to maximize your learning benefits
    • Leverages their broad internal network to accelerate innovation

  5. Knowledge Enhancement and Enablement: Your CSA drives excellence through:

    • Customized enablement workshops tailored to your needs
    • Guidance on certification paths and learning objectives
    • Access to GitLab’s extensive resources
    • Support for maximizing educational benefits (40 certification vouchers for Advanced, 60 for Signature)

Your CSA is committed to your long-term success with GitLab. Through their deep expertise, strategic guidance, and dedicated partnership, they will help you unlock the full potential of GitLab’s platform and achieve your DevSecOps objectives. Whether you’re implementing new features, optimizing your workflows, or scaling your DevSecOps practices, your CSA will be your trusted advisor throughout your journey.

For Advanced tier customers, your CSA provides this comprehensive guidance along with accelerator programs and extended support coverage. Signature tier customers receive additional benefits including an Assigned Support Engineer (ASE), more accelerator programs, and enhanced support SLAs, creating a premium white-glove support experience.

Working with Your CSA

Your CSA engagement is structured around three pillars:

Ongoing Technical Partnership

Your CSA maintains regular touchpoints to review progress against strategic and technical objectives, provide guidance on new GitLab features, and advise on best practices for your environment.

Accelerator Lifecycle

Each quarter, your CSA designs and delivers Accelerator programs tailored to your priorities. The Accelerator lifecycle follows four phases:

  1. Discovery — Assess current state, define desired outcomes
  2. Design — Build the customized enablement plan with milestones
  3. Deliver — Execute through workshops, hands-on sessions, and async guidance
  4. Measure — Assess results, document outcomes, plan the next Accelerator

Cross-Team Collaboration

Your CSA coordinates with other GitLab teams — including Product Management, Engineering, Professional Services, Support, and your Solutions Architect — to ensure alignment and resolve complex issues. Customers may also engage directly with these teams as needed.

For customers on the Signature tier, your CSA also partners with your Assigned Support Engineer (ASE) for proactive monitoring and accelerated incident resolution.

All customers with a CSA also have access to On-Demand programs (webinars, hands-on labs, and office hours) led by the CSE team for their broader user base.

How Are You Assigned a Customer Success Architect (CSA)?

A Customer Success Architect (CSA) is included with GitLab’s Advanced and Signature Success Tiers. Each tier includes:

Advanced Tier

  • Designated CSA
  • Educational benefits (10% discount, 40 certification vouchers)
  • Up to 2 accelerators per year
  • 24x7 coverage for Severity 2 tickets (from May 2025)

Signature Tier

  • Designated CSA and Assigned Support Engineer (ASE)
  • Enhanced educational benefits (20% discount, 60 certification vouchers)
  • Up to 4 accelerators per year
  • 24x7 coverage and faster response times for Severity 2 tickets (2 hours vs 4 hours)

To get started with a CSA:

  1. Contact GitLab to learn about Success Tiers
  2. Work together to determine the right Success Tier for your needs
  3. Purchase either the Advanced or Signature Success Tier
  4. Your dedicated CSA will be assigned to your account

Your CSA will serve as your consistent point of contact and work closely with your Assigned Support Engineer (Signature tier) and Education team to help you achieve success with GitLab.

About the CSA Team

The CSA team is part of GitLab’s Customer Success Management organization. CSAs work alongside CSMs and CSEs to deliver a unified customer experience across GitLab’s Success Tiers.

For career information, see the CSA job family page.

Last modified March 4, 2026: Rename job-families to job-description-library (6f520606)
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