Senior Manager of Success Architects

Job description

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 Senior Manager, Customer Success Architects , 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. You will partner closely with both executive sponsors and day-to-day end users/practitioners to drive adoption and measurable outcomes. Reporting to the Sr Director of Customer Experience, APJ , you will coach Customer Success Managers & Customer Success Architects to support account health across onboarding, adoption stages, executive business reviews, and renewals, while also improving how the team works. 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. What you'll do 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. What you'll bring 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. <li