Customer Success Architect

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. What you’ll do: - 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. - 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 including Git workflows, branching strategies, CI/CD pipeline design, DevSecOps adoption patterns, and security scanning configuration. - Provides hands-on technical enablement and onboarding. - Engages customers on cloud platform architecture decisions relevant to their GitLab deployment. - Advises customers on DevSecOps consolidation value. - Collaborates with Professional Services, Sales, and internal teams to identify expansion opportunities. What you’ll bring: - 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. - 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 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. - 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 and scale out the level of influence in the account. - Demonstrated ability to build and defend executive-level business cases (TCO, compliance, risk). - Demonstrated ability to operate with autonomy in ambiguous, high-stakes situations.