Customer Success Architect, EMEA

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. *Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab. GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. *Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab. AN OVERVIEW OF THIS ROLE The Customer Success Architect (CSA) team focuses on the themes of align, enable, and expand. The Customer Success Architect (CSA) is a highly strategic position designed to provide unparalleled value to our customers by aligning our platform with their unique business objectives and driving long-term success. The CSA role is a pivotal addition to our customer success team, focusing on building strong, consultative relationships with our key customers. Our CSAs will serve as trusted advisors, leveraging their deep understanding of DevSecOps best practices, industry trends and our software capabilities to help customers navigate complex challenges and achieve their desired outcomes. Additionally, our team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others. CSM handbook.  What You’ll Do   * Partner with our customers in taking what was established in the pre-sales command plan, and turning the customers desired positive business outcomes into actionable objectives * Know the GitLab platform, our more common best practices, and use cases in order to guide the customer * Understand the customer journey and be able to guide them on future adoption * Act as the GitLab liaison for GitLab questions, issues, or escalations. Work with GitLab Support, Product Management (i.e., roadmaps), or other teams as needed * Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction * Remain knowledgeable and up-to-date on GitLab releases * Provide immediate onboarding activities * Work with assigned customers to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals * Program manage account escalations Provide insights with respect to the availability and applicability of new features in GitLab as relevant * Support GitLab Services in identifying and recommending training opportunities What You’ll Bring  * Understanding of Git and typical branching strategies * Knowledge of software development lifecycle and development pipeline * Understanding of continuous integration, continuous deployment, DevSecOps * Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention * Experience partnering with customers to define and achieve business outcomes * Familiarity working with customers of sizes relevant to the assigned segment * Exceptional verbal, written, organizational, presentation, and communications skills * Detailed oriented and analytical Strong team player but self-starter * Project management experience & skills * Strong technical, analytic, and problem-solving skills * Alignment with our values, and willingness to work in accordance with those values * Ability to travel if needed and comply with the company’s travel policy * Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions * Fluent in English and Arabic.   #LI-CM1 About the team The Customer Success Architect (CSA) team focuses on hands-on technical enablement, adoption, utilization and maturity - while maintaining strong customer relationships and business alignment. HOW GITLAB SUPPORTS FULL-TIME EMPLOYEES * 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  Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application. ---------------------------------------------------------------------------------------------------------------------------------- Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.   Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us. GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. *Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab. 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 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.  WHAT YOU’LL BRING * 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. ABOUT THE TEAM The Customer Success Architect team is part of GitLab's Customer Experience organization. It supports strategic enterprise and Government accounts across the APJ region through hands-on technical guidance, consultative partnership, and practical problem solving. We act as a reliable technical advisor and an important link between customers and the broader GitLab ecosystem. We bring platform, cloud, and DevSecOps depth to customer engagements and work closely with Product Management, Engineering, Sales, Support, and Professional Services to address questions, guide customers through technical choices, navigate escalations, and help them realize measurable value from GitLab. Composed of team members working remotely across time zones, we operate asynchronously to support a focused set of strategic accounts across the region. It's a team well suited for people who enjoy solving complex customer challenges, building long-term partnerships, and helping enterprise organizations grow their maturity with GitLab in practical, measurable ways. HOW GITLAB SUPPORTS FULL-TIME EMPLOYEES * 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  Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application. ---------------------------------------------------------------------------------------------------------------------------------- Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.   Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us. GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.