Customer Success Architect

This is a fully remote position, open to applicants in Singapore.

📋 Description

• Collaborate with customers to convert pre-sales command plans and desired business outcomes into actionable objectives, well-defined success criteria, and measurable KPIs monitored over time.

• Develop and sustain Customer Success Plans within assigned accounts, outlining essential goals, adoption milestones, and remediation actions — regularly reviewed with customer stakeholders.

• Advise customers on best practices for the GitLab platform, including Git workflows, branching strategies, CI/CD pipeline design, DevSecOps adoption patterns, and security scanning configuration.

• Manage a portfolio of enterprise or Government customers, driving adoption, retention, expansion, and overall satisfaction through continuous strategic and technical engagement.

• Serve as the primary liaison for GitLab with assigned accounts, coordinating responses to inquiries, issues, and escalations across Support, Product Management, Sales, and Professional Services.

• Program manage account escalations from start to finish — ensuring root causes are identified, follow-up actions are assigned, timelines are monitored, and stakeholders across various teams are kept informed throughout the process.

• Deliver hands-on technical enablement and onboarding, including education on GitLab features, releases, and use cases, as well as identifying training and maturity opportunities aligned with customer objectives.

• Consult with customers on cloud platform architecture decisions pertinent to their GitLab deployment — covering self-managed vs. GitLab Dedicated, Runner configuration and auto-scaling, secrets management, and network topology considerations.

• Counsel customers on the value of DevSecOps consolidation — articulating the total cost of ownership (TCO), compliance, and developer experience benefits of platform consolidation over fragmented toolchains.

• Collaborate with Professional Services, Sales, and internal teams to identify opportunities for expansion, recommend enablement interventions, and ensure a seamless customer journey from onboarding to renewal.

⛳️ Requirements

• Must be a Singapore Citizen residing in Singapore.

• Proficient in English and Chinese language (Mandarin) is mandatory.

• Hands-on experience in building or managing CI/CD pipelines end-to-end, including pipeline as code, multi-stage design, artifact management, and troubleshooting in real-world environments.

• Working knowledge of DevSecOps practices, including shift-left security and the integration of SAST, DAST, SCA, and container scanning into development workflows.

• Practical understanding of Git, merge request workflows, branching strategies such as trunk-based development and GitFlow, along with modern software delivery lifecycles.

• Familiarity with infrastructure as code, GitOps principles, and cloud or on-premises environments that facilitate GitLab deployments, including networking, identity and access management, secrets management, and deployment considerations.

• Experience collaborating with customers to translate business outcomes into actionable success plans, measurable goals, and executive-ready reporting.

• Excellent communication, stakeholder management, and organizational skills to manage a portfolio of enterprise customers, balance multiple priorities, guide escalations, and coordinate effectively across customer teams and internal partners.

🏝️ Benefits

• Benefits designed to support your health, finances, and overall well-being.

• Flexible Paid Time Off.

• Team Member Resource Groups.

• Equity Compensation & Employee Stock Purchase Plan.

• Growth and Development Fund.

• Parental Leave.