Senior Customer Success Engineer, Japan

Job description

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100\* trust GitLab to ship better, more secure software faster. 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](https://www.youtube.com/watch?v=OuZIb5zszQI) as we build technology that transforms how the world develops software. \**Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab.* ## **An overview of this role** As a Customer Success Engineer, you'll expand your impact by partnering with customers in GitLab's group across APJ to help them get measurable value from GitLab through hands-on technical guidance and proactive enablement. You'll serve as a trusted technical advisor, partnering with customers over Zoom and email to improve adoption, unblock implementations, and apply DevSecOps best practices across the software delivery lifecycle. Working closely with Account Executives and Renewals Managers, you'll align technical recommendations to customer goals and help support renewals and expansion by demonstrating outcomes. You'll also contribute back to the broader GitLab team by sharing learnings through documentation and enablement content, while mentoring team members and customers through complex technical challenges. This role is a strong fit for someone who enjoys solving complex technical problems, communicates clearly, and thrives in a remote, asynchronous environment. You're eager to grow into customer-facing technical leadership with strong mentorship and support from a collaborative team. ## **What you’ll do** - Provide on-demand technical consultancy and solution guidance through Zoom and written channels, helping customers solve day-to-day issues and design and implement GitLab solutions for their DevSecOps workflows. - Drive product adoption and measurable customer value across APJ accounts to support renewals and expansion. - Deliver technical and architectural guidance across source code management, CI/CD, DevSecOps, and Agile planning to unblock implementations and improve adoption. - Partner with Account Executives and Renewals Managers to align technical recommendations to customer objectives and account plans that support retention and growth. - Plan and lead customer workshops, demos, and enablement sessions that help teams adopt GitLab confidently and drive measurable adoption and value, supporting renewals and expansion across APJ. - Maintain and grow your specialty competency in GitLab capabilities and relevant DevSecOps tooling, staying current on new product features and patterns. - Contribute to scalable enablement by improving documentation, sharing knowledge through internal and external channels (for example, tutorials or technical content), and mentoring team members and customers to build technical competency and adoption. - Manage multiple customer engagements in parallel, prioritizing effectively and communicating status, risks, and next steps to keep implementations on track. ## **What you’ll bring** - Experience providing technical consultancy and solution guidance through video calls and written channels, helping users or customers adopt technical solutions successfully. - Familiarity with DevSecOps workflows and related practices across areas such as source code management, CI/CD, security, and Agile planning, with the ability to grow breadth over time. - Hands-on technical background in software development, systems engineering, or similar technical environments, or equivalent practical experience. - Strong communication and collaboration skills, including the ability to explain complex technical topics clearly and work effectively with customers, account teams, and cross-functional partners. - Ability to lead or support workshops, demos, and enablement sessions that build confidence and drive adoption. - Ability to manage multiple priorities in a remote, asynchronous environment while communicating status, risks, and next steps clearly. - Interest in supporting customers across APJ and adapting to different cultures, working styles, and technical maturity levels. - Must be based in Japan, with full working rights in Japan - Must be fluent in Japanese and English ## **About the team** In this role, you'll support our customers across APJ, delivering workshops, demos, and best-practice guidance while contributing back to our shared documentation and enablement resources. For more on how we work, see [Customer Success Engineering team handbook page](https://about.gitlab.com/handbook/customer-success/customer-success-engineering/). #### **How GitLab Supports Full-Time Employees** - [Benefits to support your health, finances, and well-being](https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/) - [Flexible Paid Time Off](https://handbook.gitlab.com/handbook/people-group/time-off-and-absence/time-off-types/#flexible-paid-time-off-pto) - [Team Member Resource Groups](https://handbook.gitlab.com/handbook/company/culture/inclusion/tmrg-tmag/) - [Equity Compensation & Employee Stock Purchase Plan](https://handbook.gitlab.com/handbook/total-rewards/stock-options/) - [Growth and Development Fund](https://handbook.gitlab.com/handbook/people-group/learning-and-development/growth-and-development/) - [Parental Leave](https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/#parental-leave) 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](https://about.gitlab.com/company/culture/inclusion/#examples-of-select-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.](https://handbook.gitlab.com/handbook/hiring/candidate-faq/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](https://about.gitlab.com/handbook/people-policies/inc-usa/#equal-employment-opportunity-policy) and [EEO is the Law](https://about.gitlab.com/handbook/labor-and-employment-notices/#eeoc-us-equal-employment-opportunity-commission-notices). If you have a disability or special need that requires [accommodation](https://about.gitlab.com/handbook/people-policies/inc-usa/#reasonable-accommodation), please let us know during the [recruiting process](https://about.gitlab.com/handbook/hiring/interviewing/#adjustments-to-our-interview-process).