Senior Customer Success Architect - Singapore at GitLab

Role overview

GitLab is 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.

The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.

Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab.

As a Customer Success Architect, you'll serve as a trusted strategic advisor and technical authority to some of GitLab's most complex and high-value Enterprise and Government customers across Singapore. In this role, you will be driving and shaping how our largest customers adopt GitLab's intelligent DevSecOps platform to achieve their business goals and realise meaningful, long-term outcomes. You will be working closely with customers after the sale to turn pre-sales command plans into clear success plans, guide them through their customer journey, and drive adoption, utilization, and technical maturity. You will also be directly influencing renewal and expansion decisions through your post-sales engagements with executive-level decision makers in the account.

This is a senior individual-contributor role for someone who has already led high-stakes pre or post sales customer engagements in large complex accounts across multiple industry domains to drive quantifiable business outcomes..The individual is comfortable operating with ambiguity, and can credibly advise VP- and C-level stakeholders on business transformation, application modernization, platform strategy, architecture, and organizational DevSecOps transformation. You'll also be shaping playbooks and best practices, and acting as an escalation point for the team's most technically or politically complex situations.

Reporting into the APJ Customer Success organization, you'll own a portfolio of GitLab's most strategic enterprise and Government accounts, act as the executive-level technical liaison for these accounts, and drive cross-functional resolution of their highest-priority issues — coordinating and, where needed, directing the efforts of Product Management, Engineering, Sales, Professional Services, and Support. You'll bring deep technical expertise in CI/CD, cloud platforms, multi-cloud, hybrid architecture and enterprise DevSecOps practices.You will use that expertise to shape customers' long-term platform strategy, apply best practices, configure GitLab for their environments and stay current with platform capabilities. In your first year, success will look like establishing yourself as the trusted senior advisor across a portfolio of flagship accounts, building strong relationships with key stakeholders, materially improving and increasing platform maturity, leading retention and renewal conversations, increasing customer satisfaction across your portfolio and contributing to the broader CSA team's technical standards and ways of working.

Turning pre-sales command plans into measurable customer success plans that align technical adoption with business outcomes

Leading and driving the technical strategy behind a large-scale DevSecOps platform consolidation for a regulated Enterprise account or Government, including guiding enterprise customers on GitLab best practices across CI/CD, DevSecOps, cloud architecture, TCO, applying compliance and architecture as well as business case presentations to customer executives

Owning end-to-end resolution of a critical, multi-team escalation for a flagship account — driving root cause analysis, coordinating Engineering/Product/Support, and personally briefing customer executives on remediation

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. See also GitLab’s EEO Policy and EEO is the Law . If you have a disability or special need that requires accommodation , please let us know during the recruiting process .

Responsibilities

• Owns a book of Enterprise and Government customers and drive adoption, retention, expansion, and overall satisfaction through ongoing strategic, business and technical engagement.
• Serves 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.
• Translates ambiguous, high-stakes business outcomes into rigorous Customer Success Plans that are regularly reviewed with customer stableholders. The Customer Success Plans contain clearly defined business outcome related goals, quantifiable benefits, realistic adoption milestones and remediation actions.
• Prepares 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.
• Provides 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, etc).
• Owns the full lifecycle of your account portfolio's adoption, retention, and expansion outcomes, with direct accountability for the commercial and technical health of flagship relationships.
• Leads 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 the root cause analysis and personally managing executive communication and risk.
• Leads 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 the driving root cause analysis and personally managing executive communication and risk.
• Designs and delivers technical enablement programs at scale, identifying systemic maturity gaps across a portfolio and building the roadmap (not just individual sessions) that closes them.
• Advises key customers stakeholders on cloud and platform architecture decisions with enterprise-wide impact, which includes multi-region deployment strategy, secrets management architecture and network/security topology for regulated environments.
• Guides customers on GitLab platform best practices including Git workflows, branching strategies, CI/CD pipeline design, DevSecOps adoption patterns, and security scanning configuration.
• Provides 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.
• Engages 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.
• Advises customers on DevSecOps consolidation value — articulating the TCO, compliance, and developer experience case for platform consolidation over fragmented toolchains.
• Collaborates with Professional Services, Sales, and internal teams to identify expansion opportunities, recommend enablement interventions, and ensure a seamless customer journey from onboarding through renewal.
• Must be a Singapore Citizen and based in Singapore

Qualifications

• Engages 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.
• Collaborates with Professional Services, Sales, and internal teams to identify expansion opportunities, recommend enablement interventions, and ensure a seamless customer journey from onboarding through renewal.
• Must be a Singapore Citizen and based in Singapore
• Mandatory English language proficiency
• A long-standing demonstrated track record as the person other senior people call when an account is in genuine crisis or 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 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
• We act as a reliable technical advisor and an important link between customers and the broader GitLab ecosystem. We bring platform, cloud, and DevSecOps depth to customer engagements and work 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.
• Composed of team members working remotely across time zones, we operate asynchronously to support a focused set of strategic accounts across the region. It's a team well suited for people who enjoy solving complex customer challenges, building long-term partnerships, and helping enterprise organizations grow their maturity with GitLab in practical, measurable ways.
• How GitLab Supports Full-Time Employees
• Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

Technology in this role

• C: This is a senior individual-contributor role for someone who has already led high-stakes pre or post sales customer engagements in large complex accounts across multiple industry domains to drive quantifiable business outcomes..The individual is comfortable operating with .
• Git: Guides customers on GitLab platform best practices including Git workflows, branching strategies, CI/CD pipeline design, DevSecOps adoption patterns, and security scanning .
• CI/CD: You'll bring deep technical expertise in CI/CD, cloud platforms, multi-cloud, hybrid architecture and enterprise DevSecOps practices.You will use that expertise to shape customers' long-term platform strategy, apply best practices, configure GitLab for their environments and .
• CAN: This is a senior individual-contributor role for someone who has already led high-stakes pre or post sales customer engagements in large complex accounts across multiple industry domains to drive quantifiable business outcomes..The individual is comfortable operating with .
• SAST: Must be a Singapore Citizen and based in Singapore Mandatory English language proficiency A long-standing demonstrated track record as the person other senior people call when an account is in genuine crisis or gained across a sustained career of Enterprise or Government account .
• DAST: Must be a Singapore Citizen and based in Singapore Mandatory English language proficiency A long-standing demonstrated track record as the person other senior people call when an account is in genuine crisis or gained across a sustained career of Enterprise or Government account .

Benefits

• Equity Compensation & Employee Stock Purchase Plan

About GitLab

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.

We act as a reliable technical advisor and an important link between customers and the broader GitLab ecosystem. We bring platform, cloud, and DevSecOps depth to customer engagements and work 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.

Composed of team members working remotely across time zones, we operate asynchronously to support a focused set of strategic accounts across the region. It's a team well suited for people who enjoy solving complex customer challenges, building long-term partnerships, and helping enterprise organizations grow their maturity with GitLab in practical, measurable ways.

How GitLab Supports Full-Time Employees

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