Senior Manager of Success Architects

<div class="content-intro"><p>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.</p>
<p>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&nbsp;and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. <a href="https://www.youtube.com/watch?v=OuZIb5zszQI">Co-create the future with us</a> as we build technology that transforms how the world develops software.</p>
<p>*<em>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.</em></p></div><h2><strong>An overview of this role</strong></h2>
<p>As a <strong>Senior Manager, Customer Success Architects</strong>, you will lead a distributed Asia Pacific team of Customer Success Architects Architects and Customer Success Managers that help customers realize value from GitLab through strong adoption, measurable outcomes, and trusted partnership.</p>
<p>You will partner closely with both executive sponsors and day-to-day end users/practitioners to drive adoption and measurable outcomes.</p>
<p>Reporting to the <strong>Sr</strong> <strong>Director of Customer Experience, APJ</strong>, you will coach Customer Success Managers &amp; Customer Success Architects to support account health across onboarding, adoption stages, executive business reviews, and renewals, while also improving how the team works.</p>
<p>This is a people leadership role with broad scope: you will develop talent, strengthen customer relationships, and partner across Sales, Product, Engineering, and other teams so customers are supported through growth, change, and escalation.</p>
<h2><strong>What you'll do</strong></h2>
<ul>
<li><strong>Lead</strong> a team of Customer Success Architects &amp; Managers focused on customer adoption, account health, customer satisfaction, and advocacy.</li>
<li><strong>Ensure</strong> delivery of the Success package entitlements and increase value by driving usage and consumption&nbsp;</li>
<li><strong>Coach</strong> team members through regular feedback, development support, and career growth conversations to strengthen knowledge, communication, and execution.</li>
<li><strong>Partner</strong> with the Sr Director of Customer Experience APJ and Sales stakeholders&nbsp; to define team goals, clarify responsibilities, and align priorities with company direction.</li>
<li><strong>Manage</strong> resource assignments, staffing levels, and hiring activity to support team coverage and customer needs.</li>
<li><strong>Develop</strong> senior-level relationships with customers and support the team in building trusted advisor partnerships.</li>
<li><strong>Collaborate</strong> with Sales, Product Management, Engineering, Professional Services, Renewals and other internal teams to create a consistent customer experience.</li>
<li><strong>Support</strong> customers during escalations by working with other leaders to coordinate clear, effective responses.</li>
<li><strong>Improve</strong> the processes and tools used by the team and oversee initiatives tied to objectives and key results.</li>
</ul>
<h2><strong>What you'll bring</strong></h2>
<ul>
<li><strong>Experience</strong> leading customer-facing delivery teams in software, technology, consulting, sales, or customer success environments preferably in DevOps or related domain.</li>
<li><strong>Ability</strong> to guide teams that drive software adoption and manage customer relationships across onboarding, adoption, business reviews, and renewals.</li>
<li><strong>Knowledge</strong> of software development lifecycle practices, related tools, and agile or DevOps ways of working.</li>
<li><strong>Familiarity</strong> 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.</li>
<li><strong>Skill</strong> in translating strategy into clear initiatives, coordinating exe