Senior Customer Success Architect

Responsibilities

• Own a portfolio of Enterprise and Government customers across Singapore, driving adoption, retention, expansion, and customer satisfaction.
• Serve as the senior post-sales strategic, business, and technical advisor for complex, high-value accounts.
• Shape multi-year platform and DevSecOps strategies with customer executives and coordinate responses across Support, Product Management, Sales, and Professional Services.
• Translate ambiguous business outcomes into rigorous Customer Success Plans with measurable goals, benefits, adoption milestones, and remediation actions.
• Prepare executive-ready reporting demonstrating impact on adoption, retention, and expansion.
• Provide technical guidance on enterprise-scale CI/CD architecture, DevSecOps maturity, platform consolidation, cloud strategy, and deployment models.
• Lead critical, cross-functional account escalations, including root-cause analysis, internal accountability, remediation timelines, executive communication, and risk management.
• Design and deliver technical enablement programs that address systemic maturity gaps across customer portfolios.
• Advise stakeholders on multi-region deployment, secrets management, network and security topology, Runner configuration, and auto-scaling for regulated environments.
• Guide customers on GitLab best practices, including Git workflows, branching strategies, CI/CD pipeline design, DevSecOps adoption, and security scanning configuration.
• Provide hands-on technical enablement and onboarding on GitLab features, releases, and use cases.
• Advise customers on the total cost of ownership, compliance, and business value of DevSecOps consolidation.

Requirements

• Experience leading high-stakes pre-sales or post-sales customer engagements in large, complex accounts.
• Ability to advise VP- and C-level stakeholders on business transformation, application modernization, platform strategy, architecture, and organizational DevSecOps transformation.
• Deep expertise in CI/CD, cloud platforms, multi-cloud, hybrid architecture, and enterprise DevSecOps practices.
• Experience with customer adoption, retention, renewal, expansion, and executive stakeholder management.
• Ability to operate effectively in ambiguous, technically complex, and politically sensitive situations.
• Experience coordinating cross-functional teams and resolving complex customer escalations.
• Strong communication, presentation, technical advisory, and program leadership skills.

Nice to Have

• Experience with regulated enterprise or Government customers.
• Experience with GitLab platform configuration and best practices.
• Experience with GitLab Dedicated, self-managed GitLab, GitLab Runner, secrets management, and security scanning.

Compensation and Benefits

• Compensation and benefits information was not provided in the supplied description.