Customer Success Architect, Singapore

An Overview of this Role

As a Customer Success Architect, you will serve as a strategic technical advisor to some of GitLab’s most important enterprise customers across Singapore. In this role, you will help customers connect GitLab’s intelligent DevSecOps platform to their business goals and achieve meaningful, long‑term outcomes. You will work closely with customers after the sale to turn pre‑sales command plans into clear success plans, guide them through their customer journey, and support adoption, utilization, and technical maturity.

Reporting into the APJ Customer Success organization, you will own a portfolio of enterprise customers and act as their primary GitLab liaison for questions and escalations. You will coordinate with teams across Product Management, Engineering, Sales, Professional Services, and Support, bringing technical depth in CI/CD, cloud platforms, and DevSecOps practices. In your first year, success will look like building strong relationships with key stakeholders, increasing platform adoption and technical maturity, and supporting retention, growth, and customer satisfaction across your portfolio.

What you’ll do

• Partner with customers to translate pre‑sales command plans and desired business outcomes into actionable objectives, clear success criteria, and measurable KPIs tracked over time.
• Build and maintain Customer Success Plans within assigned accounts, defining critical goals, adoption milestones, and remediation actions, and review them regularly with customer stakeholders.
• Guide customers on GitLab platform best practices, including Git workflows, branching strategies, CI/CD pipeline design, DevSecOps adoption patterns, and security scanning configuration.
• Own a book of enterprise or Government customers and drive adoption, retention, expansion, and overall satisfaction through ongoing strategic and technical engagement.
• Act as the primary GitLab liaison for assigned accounts, coordinating responses to questions, issues, and escalations across Support, Product Management, Sales, and Professional Services.
• Program‑manage account escalations end‑to‑end, ensuring root causes are identified, follow‑up actions are owned, timelines are tracked, and stakeholders across multiple teams are kept informed.
• Provide hands‑on technical enablement and onboarding, including education on GitLab features, releases, and use cases, and identify training and maturity opportunities aligned to customer goals.
• Engage customers on cloud platform architecture decisions relevant to their GitLab deployment—self‑managed vs. GitLab Dedicated, Runner configuration and auto‑scaling, secrets management, and network topology considerations.
• Advise customers on DevSecOps consolidation value by 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 you’ll bring

• Must be a Singapore Citizen and based in Singapore.
• Mandatory English and Chinese (Mandarin) 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.
• Working knowledge of DevSecOps practices, including shift‑left security and integrating 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, and modern software delivery lifecycles.
• Familiarity with infrastructure as code, GitOps principles, and cloud or on‑premises environments that support GitLab deployments, including networking, identity and access management, secrets management, and deployment considerations.
• Experience partnering with customers to turn business outcomes into actionable success plans, measurable goals, and executive‑ready reporting.
• Strong communication, stakeholder management, and organization skills to manage a portfolio of enterprise customers, balance multiple priorities, guide escalations, and coordinate effectively across customer teams and internal partners.

About the team

The Customer Success Architect team is part of GitLab’s Customer Experience organization. It supports strategic enterprise and Government accounts across the APJ region through hands‑on technical guidance, consultative partnership, and practical problem solving. The team acts as a reliable technical advisor and an important link between customers and the broader GitLab ecosystem, bringing platform, cloud, and DevSecOps depth to customer engagements and working closely with Product Management, Engineering, Sales, Support, and Professional Services to address questions, guide customers through technical choices, navigate escalations, and help them realize measurable value from GitLab.

Benefits

• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation – Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave

EEO Statement

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.