Senior Customer Success Architect - Singapore

GitLab is looking for a Senior Customer Success Architect to serve as a trusted strategic advisor and technical authority to its most complex and high-value Enterprise and Government customers across Singapore.

As a Customer Success Architect, you'll drive and shape how our largest customers adopt GitLab's intelligent DevSecOps platform to achieve their business goals and realise meaningful, long-term outcomes.

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.
• Translates ambiguous, high-stakes business outcomes into rigorous Customer Success Plans.
• Prepares executive-ready reporting conducted on a regular basis with clear accountability for outcomes.
• Provides deep technical guidance on enterprise-scale CI/CD architecture, DevSecOps maturity models, platform consolidation strategy.
• Owns the full lifecycle of your account portfolio's adoption, retention, and expansion outcomes.
• Leads end-to-end resolution of critical, cross-functional account escalations.
• Designs and delivers technical enablement programs at scale.
• Advises key customers stakeholders on cloud and platform architecture decisions.
• Guides customers on GitLab platform best practices.
• Provides hands-on technical enablement and onboarding.
• Engages customers on cloud platform architecture decisions.
• Advises customers on DevSecOps consolidation value.
• Collaborates with Professional Services, Sales, and internal teams to identify expansion opportunities.

Requirements:

• Must be a Singapore Citizen and based in Singapore
• Mandatory English and Chinese language (Mandarin) proficiency
• Hands-on experience building or owning CI/CD pipelines end to end.
• A career built across different direct customer facing engagement roles.
• A long-standing demonstrated track record as the person other senior people call when an account is in genuine crisis.
• Credible judgment earned by personally owning the outcomes of dozens of complex enterprise customer account engagements.
• A consistent track record of being trusted by customer executives and internal leadership to operate with minimal oversight.
• Deep, hands-on expertise in DevSecOps practices.
• Expert-level understanding of Git, merge request workflows and delivery lifecycles.
• Demonstrated experience with infrastructure as code, GitOps, Cloud and on-premises environments.
• Demonstrated experience partnering with customers to turn business requirements into actionable success plans.
• 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.
• Demonstrated ability to operate with autonomy in ambiguous, high-stakes situations.