Senior Customer Success Architect

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

📋 Description

• Manages a portfolio of Enterprise and Government clients, enhancing adoption, retention, expansion, and overall satisfaction through continuous strategic, business, and technical engagement.

• Acts as the principal post-sales strategic, business, and technical consultant for a selection of GitLab's most intricate and high-value enterprise and Government accounts, developing multi-year platform and DevSecOps strategies in collaboration with customer executives, and coordinating answers to inquiries, issues, and escalations across Support, Product Management, Sales, and Professional Services.

• Converts ambiguous, high-stakes business outcomes into detailed Customer Success Plans that are regularly assessed with customer stakeholders. These plans include well-defined goals related to business outcomes, measurable benefits, achievable adoption milestones, and action plans for remediation.

• Compiles executive-ready reports on a regular basis, clearly outlining accountability for results that showcase the impact on the adoption, retention, and expansion of GitLab products and services.

• Delivers in-depth technical advice on enterprise-scale CI/CD architecture, DevSecOps maturity models, and platform consolidation strategies, including guidance on complex trade-offs (e.g., multi-cloud vs. hybrid, self-managed vs. GitLab Dedicated, etc.).

• Oversees the complete lifecycle of adoption, retention, and expansion outcomes for your account portfolio, bearing direct responsibility for the commercial and technical health of flagship relationships.

• Facilitates resolution of critical cross-functional account escalations from start to finish, ensuring root causes are identified, follow-up actions are assigned, and holding internal teams accountable to timelines, while driving root cause analysis and managing executive communication and risk personally.

• Designs and implements technical enablement programs on a large scale, identifying systemic maturity gaps within a portfolio and creating comprehensive roadmaps (not just isolated sessions) to address them.

• Advises key customer stakeholders on cloud and platform architecture decisions that have enterprise-wide implications, including multi-region deployment strategies, secrets management architecture, and network/security topologies for regulated environments.

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

• Provides hands-on technical onboarding and training, covering GitLab features, releases, and use cases, while identifying training and maturity opportunities aligned with customer objectives.

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

• Advises 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.

• Works in collaboration with Professional Services, Sales, and internal teams to identify opportunities for expansion, recommend enablement interventions, and ensure a seamless customer experience from onboarding through renewal.

⛳️ Requirements

• Must be a Singapore Citizen and reside in Singapore.

• Proficiency in English and Chinese (Mandarin) is required.

• 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.

• A career that spans various customer-facing roles such as Technical Account Management, Technical Solution Sales, Pre-sales, Business Development, Consulting, and Professional Services across diverse industry verticals like Government, Banking, Financial and Insurance Services, Manufacturing, and Telecommunications, with experience in multiple technology and platform transitions, such as from on-premise deployments to Cloud and application modernization from monolithic to microservices, as well as transitions from Waterfall to DevOps to DevSecOps, providing the experience required to guide customers through transformations and deployments that you have witnessed in previous engagements.

• A proven track record as the go-to person for senior stakeholders in times of account crises, developed over a sustained career managing Enterprise or Government accounts.

• Credible judgment developed through personally managing the outcomes of numerous complex enterprise customer account engagements throughout your career, including situations with significant commercial, technical, and reputational implications.

• A consistent history of earning trust from customer executives and internal leadership to operate independently in ambiguous and high-pressure scenarios.

• Extensive hands-on expertise in DevSecOps practices, including implementing shift-left security and integrating SAST, DAST, SCA, and container scanning into development workflows, as well as architecting and troubleshooting CI/CD pipelines at an enterprise scale.

• Expert-level knowledge of Git, merge request workflows, and delivery lifecycles, having guided organizations through branching strategies like trunk-based development and GitFlow, as well as modern software delivery lifecycles.

• Demonstrated experience with infrastructure as code, GitOps, and both Cloud and on-premises environments that support GitLab deployments, including networking, identity and access management (IAM), secrets management, and deployment considerations for regulated or high-security environments.

• Proven ability to collaborate with customers to convert business requirements into actionable success plans, complete with measurable goals and verifiable business outcomes suitable for executive-level quarterly reporting.

• Demonstrated capability to drive product adoption, deeply analyze assigned accounts, and expand influence within those accounts.

• Proven ability to develop and defend executive-level business cases (TCO, compliance, risk) that impact budget and platform strategy decisions.

• Demonstrated ability to work autonomously in ambiguous, high-stakes situations, possessing strong communication, stakeholder management, and organizational skills to manage a portfolio of enterprise and Government clients, balance multiple priorities, guide escalations, and effectively coordinate with customer and internal cross-functional teams to resolve issues promptly and appropriately.

🏝️ Benefits

• Comprehensive benefits to support your health, financial well-being, and overall wellness.

• Flexible Paid Time Off.

• Access to Team Member Resource Groups.

• Equity Compensation & Employee Stock Purchase Plan.

• Growth and Development Fund.

• Parental Leave.