At a glance
- Workplace
- Remote
- Location
- Remote · Singapore
About the role
- As a Senior Manager of Success Architects, you will lead a distributed Asia Pacific team of Customer Success Architects and Customer Success Managers.
- You will help customers realize value from GitLab through strong adoption, measurable outcomes, and trusted partnership.
- This is a people leadership role focused on developing talent, strengthening customer relationships, and partnering across Sales, Product, Engineering, and other teams.
Responsibilities
- Lead a team of Customer Success Architects & Managers focused on customer adoption, account health, customer satisfaction, and advocacy.
- Ensure delivery of the Success package entitlements and increase value by driving usage and consumption.
- Coach team members through regular feedback, development support, and career growth conversations to strengthen knowledge, communication, and execution.
- Partner with the Sr Director of Customer Experience APJ and Sales stakeholders to define team goals, clarify responsibilities, and align priorities with company direction.
- Manage resource assignments, staffing levels, and hiring activity to support team coverage and customer needs.
- Develop senior-level relationships with customers and support the team in building trusted advisor partnerships.
- Collaborate with Sales, Product Management, Engineering, Professional Services, Renewals and other internal teams to create a consistent customer experience.
- Support customers during escalations by working with other leaders to coordinate clear, effective responses.
- Improve the processes and tools used by the team and oversee initiatives tied to objectives and key results.
Requirements
- Experience leading customer-facing delivery teams in software, technology, consulting, sales, or customer success environments preferably in DevOps or related domain.
- Ability to guide teams that drive software adoption and manage customer relationships across onboarding, adoption, business reviews, and renewals.
- Knowledge of software development lifecycle practices, related tools, and agile or DevOps ways of working.
- Familiarity with cloud or container technologies such as Kubernetes and Docker, application security concepts such as static application security testing (SAST) and dynamic application security testing (DAST), or cloud platforms such as Amazon Web Services (AWS), Google Cloud Platform (GCP), and Microsoft Azure.
- Skill in translating strategy into clear initiatives, coordinating execution, and tracking delivery across competing priorities.
- Capability to lead distributed teams across regions, cultures, and lines of business, while working effectively with senior executives and external stakeholders.
- Willingness to travel occasionally for customer meetings and team events, as needed.
- Strength in communication, coaching, feedback, delegation, planning, and process improvement.
- Warmth and care in your leadership approach—able to coach with empathy and build trust on a human level.
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
Workplace
- Remote location with Singapore specification
- Occasional travel for customer meetings and team events as needed
Skills
- Kubernetes
- Docker
- SAST
- DAST
- AWS
- GCP
- Microsoft Azure
- DevOps
- Agile
