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Senior Customer Success Architect - Singapore
Contract type
Ongoing
Work mode
Remote · Singapore
Experience
Senior · Not stated
Level inferred from job title
Job description
A senior individual-contributor Customer Success Architect role serving as a strategic and technical advisor to GitLab's most complex Enterprise and Government customers across Singapore. The role drives post-sales adoption, retention, expansion, and platform maturity of GitLab's DevSecOps platform.
At a glance
- Work mode
- Remote · Singapore
- Languages
- English – fluent
What you'll do
- Own a book of Enterprise and Government customers and drive adoption, retention, expansion, and overall satisfaction through ongoing strategic, business and technical engagement.
- Serve as the senior post-sales strategic, business and technical advisor for a portfolio of GitLab's most complex, highest-value enterprise and Government accounts, shaping multi-year platform and DevSecOps strategy in partnership with customer executives, coordinating responses to questions, issues, and escalations across Support, Product Management, Sales, and Professional Services.
- Translate ambiguous, high-stakes business outcomes into rigorous Customer Success Plans that are regularly reviewed with customer stakeholders, containing clearly defined business outcome related goals, quantifiable benefits, realistic adoption milestones and remediation actions.
- Prepare executive-ready reporting conducted on a regular basis with clear accountability for outcomes that demonstrate impact on adoption, retention, and expansion of GitLab products and services.
- Provide deep technical guidance on enterprise-scale CI/CD architecture, DevSecOps maturity models, platform consolidation strategy, including advising on complex trade-offs (e.g., multi-cloud vs. hybrid, self-managed vs. GitLab Dedicated).
- Own the full lifecycle of the account portfolio's adoption, retention, and expansion outcomes, with direct accountability for the commercial and technical health of flagship relationships.
- Lead end-to-end resolution of critical, cross-functional account escalations, ensuring root causes are identified, follow-up actions are owned, holding internal teams accountable to timelines, driving root cause analysis and personally managing executive communication and risk.
- Design and deliver technical enablement programs at scale, identifying systemic maturity gaps across a portfolio and building the roadmap that closes them.
- Advise key customer stakeholders on cloud and platform architecture decisions with enterprise-wide impact, including multi-region deployment strategy, secrets management architecture and network/security topology for regulated environments.
- Guide customers on GitLab platform best practices including Git workflows, branching strategies, CI/CD pipeline design, DevSecOps adoption patterns, and security scanning configuration.
- Provide hands-on technical enablement and onboarding, including education on GitLab features, releases, and use cases, and identification of training and maturity opportunities aligned to customer goals.
- Engage customers on cloud platform architecture decisions relevant to their GitLab deployment, including self-managed vs. GitLab Dedicated, Runner configuration and auto-scaling, secrets management, and network topology considerations.
- Advise customers on DevSecOps consolidation value, articulating the TCO, compliance, and developer experience case for platform consolidation over fragmented toolchains.
- Collaborate with Professional Services, Sales, and internal teams to identify expansion opportunities, recommend enablement interventions, and ensure a seamless customer journey from onboarding through renewal.
What we're looking for
- Must be a Singapore Citizen and based in Singapore
- Mandatory English language proficiency
- Hands-on experience building or owning CI/CD pipelines end to end, including pipeline as code, multi-stage design, artifact management, and troubleshooting in real-world environments
- A career built across different direct customer facing engagement roles such as Technical Account Management, Technical Solution Sales, Pre-sales, Business Development, Consulting, Professional services across customers in different industry vertical domains like Government, Banking, Financial and Insurance Services, Manufacturing, Telecommunications, with multiple technology and platform transiti
- A long-standing demonstrated track record as the person other senior people call when an account is in genuine crisis, gained across a sustained career of Enterprise or Government account ownership
- Credible judgment earned by personally owning the outcomes of dozens of complex enterprise customer account engagements over the course of a career, including situations with real commercial, technical, and reputational stakes
- A consistent track record of being trusted by customer executives and internal leadership to operate with minimal oversight in ambiguous and high-pressure situations
- Deep, hands-on expertise in DevSecOps practices, including shift-left security and integrating SAST, DAST, SCA, and container scanning into development workflows, as well as architecting and troubleshooting CI/CD pipelines at enterprise scale
- Expert-level understanding of Git, merge request workflows and delivery lifecycles, having personally guided organizations through branching strategies such as trunk-based development and GitFlow, and modern software delivery lifecycles
- Demonstrated experience with infrastructure as code, GitOps, Cloud and on-premises environments with relevant experience that support GitLab deployments, including networking, identity and access management (IAM), secrets management, and deployment considerations for regulated or high-security environments
- Demonstrated experience partnering with customers to turn business requirements into actionable success plans, with measurable goals and verifiable business outcomes suitable for executive-level quarterly reporting
- Demonstrated ability to drive product adoption, dive deep into the accounts assigned and scale out the level of influence in the account
- Demonstrated ability to build and defend executive-level business cases (TCO, compliance, risk) that influence budget and platform strategy decisions
- Demonstrated ability to operate with autonomy in ambiguous, high-stakes situations with strong communication, stakeholder management, and organizational experience to manage a portfolio of enterprise and Government customers, balance multiple priorities, guide escalations, and coordinate effectively across customer teams and internal cross functional teams
Your team
Customer Success Architect team
Part of GitLab's Customer Experience organization; supports strategic enterprise and Government accounts across the APJ region through hands-on technical guidance, consultative partnership, and practical problem solving.
Apply
About GitLab
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.
Key facts
- DevSecOps software platform
- More than 50 million registered users
- More than 50% of the Fortune 100 trust GitLab
- Embraces AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows