Customer Success Architect

You will act as a strategic technical advisor for enterprise and Government customers in Singapore. You will translate business outcomes into measurable success plans, guide GitLab adoption and technical maturity, and serve as the primary liaison for questions and escalations. You will provide hands-on enablement across CI/CD, DevSecOps, cloud architecture, and GitLab platform configuration. You will coordinate with internal partners to support onboarding, renewals, customer satisfaction, retention, and expansion.

Responsibilities

• Translate pre-sales command plans and business outcomes into actionable objectives, success criteria, and measurable KPIs
• Build and maintain Customer Success Plans with goals, adoption milestones, and remediation actions
• Guide customers on Git workflows, branching strategies, CI/CD pipeline design, DevSecOps adoption, and security scanning configuration
• Own a portfolio of enterprise or Government customers and drive adoption, retention, expansion, and satisfaction
• Act as the primary liaison for assigned accounts and coordinate questions, issues, and escalations
• Manage account escalations end-to-end, including root-cause identification, action ownership, timeline tracking, and stakeholder communication
• Provide technical enablement and onboarding on GitLab features, releases, and use cases
• Advise customers on cloud architecture, GitLab deployment options, Runner configuration, secrets management, and network topology
• Advise customers on DevSecOps platform consolidation, including TCO, compliance, and developer experience
• Collaborate with internal teams to identify expansion opportunities and ensure a seamless customer journey through renewal

Requirements

• Singapore citizenship and residence in Singapore
• English and Mandarin Chinese proficiency
• Experience building or owning end-to-end CI/CD pipelines, including pipeline as code, multi-stage design, artifact management, and troubleshooting
• Knowledge of DevSecOps practices, shift-left security, SAST, DAST, SCA, and container scanning
• Understanding of Git, merge request workflows, branching strategies, and software delivery lifecycles
• Familiarity with infrastructure as code, GitOps, cloud or on-premises environments, networking, identity and access management, secrets management, and deployment considerations
• Experience translating customer business outcomes into success plans, measurable goals, and executive-ready reporting
• Communication, stakeholder management, and organization skills

Benefits

• Health, financial, and well-being benefits
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity compensation
• Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave