Customer Success Architect

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GitLab

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2014

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

💰 Secondary Market on 2020-11

Artificial Intelligence • Enterprise • SaaS

GitLab is the most comprehensive AI-powered DevSecOps platform, offering tools for automated software delivery, security, and compliance throughout the software development lifecycle. It provides solutions across areas such as AI-assisted development, continuous integration/continuous deployment (CI/CD), source code management, and vulnerability management. GitLab aims to simplify and accelerate software delivery by uniting development, security, and operations on a unified platform. It is particularly recognized for its AI code assistants and has been named a leader in the Gartner Magic Quadrant™ for DevOps Platforms, making it a preferred choice for many enterprises.

📋 Description

• Partner with customers to translate pre-sales command plans and desired business outcomes into actionable objectives, clear success criteria, and measurable KPIs tracked over time. • Build and maintain Customer Success Plans within assigned accounts, defining critical goals, adoption milestones, and remediation actions — reviewed regularly with customer stakeholders. • Guide customers on GitLab platform best practices including Git workflows, branching strategies, CI/CD pipeline design, DevSecOps adoption patterns, and security scanning configuration. • Own a book of enterprise or Government customers and drive adoption, retention, expansion, and overall satisfaction through ongoing strategic and technical engagement. • Act as the primary GitLab liaison for assigned accounts, coordinating responses to questions, issues, and escalations across Support, Product Management, Sales, and Professional Services. • Program manage account escalations end-to-end — ensuring root causes are identified, follow-up actions are owned, timelines are tracked, and stakeholders across multiple teams are kept informed throughout. • Provide 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. • Engage 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. • Advise customers on DevSecOps consolidation value — articulating the TCO, compliance, and developer experience case for platform consolidation over fragmented toolchains. • Collaborate with Professional Services, Sales, and internal teams to identify expansion opportunities, recommend enablement interventions, and ensure a seamless customer journey from onboarding through renewal.

🎯 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, including pipeline as code, multi-stage design, artifact management, and troubleshooting in real-world environments. • Working knowledge of DevSecOps practices, including shift-left security and integrating SAST, DAST, SCA, and container scanning into development workflows. • Practical understanding of Git, merge request workflows, branching strategies such as trunk-based development and GitFlow, and modern software delivery lifecycles. • Familiarity with infrastructure as code, GitOps principles, and cloud or on-premises environments that support GitLab deployments, including networking, identity and access management, secrets management, and deployment considerations. • Experience partnering with customers to turn business outcomes into actionable success plans, measurable goals, and executive-ready reporting. • Strong communication, stakeholder management, and organization skills to manage a portfolio of enterprise customers, balance multiple priorities, guide escalations, and coordinate effectively across customer teams and internal partners.

🏖️ Benefits

• Benefits to support your health, finances, and well-being • Flexible Paid Time Off • Team Member Resource Groups • Equity Compensation & Employee Stock Purchase Plan • Growth and Development Fund • Parental Leave