Customer Success Engineer

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.