Customer Success Architect, Singapore

An overview of this role

As a Customer Success Architect, you'll serve as a strategic technical advisor to some of GitLab's most important enterprise customers across Singapore. In this role, you'll help customers connect GitLab's intelligent DevSecOps platform to their business goals and achieve meaningful, long-term outcomes. You'll work closely with customers after the sale to turn pre-sales command plans into clear success plans, guide them through their customer journey, and support adoption, utilization, and technical maturity.

Reporting into the APJ Customer Success organization, you'll own a portfolio of enterprise customers, act as their primary GitLab liaison for questions and escalations, and coordinate with teams across Product Management, Engineering, Sales, Professional Services, and Support. You'll bring technical depth in CI/CD, cloud platforms, and DevSecOps practices to help customers apply best practices, configure GitLab for their environments, and stay current with platform capabilities. In your first year, success will look like building strong relationships with key stakeholders, increasing platform adoption and technical maturity, and supporting retention, growth, and customer satisfaction across your portfolio.

Some examples of our projects:

• Turning pre-sales command plans into measurable customer success plans that align technical adoption with business outcomes
• Guiding enterprise customers on GitLab best practices across CI/CD, DevSecOps, cloud architecture, and platform consolidation

What you’ll do

• 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