Senior Manager of Success Architects - GitLab

About GitLab

GitLab is the intelligent orchestration platform for DevSecOps, enabling organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and over 50% of the Fortune 100 trust GitLab to ship better, more secure software faster.

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.

Overview of the Role

As a Senior Manager, Customer Success Architects, you will lead a distributed Asia Pacific team of Customer Success 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 practitioners to drive adoption and measurable outcomes. Reporting to the Sr. Director of Customer Experience, APJ, you will coach your team to support account health across onboarding, adoption stages, executive business reviews, and renewals, while continuously improving operational workflows.

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 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 coordinating clear, effective cross-functional responses.
• Improve processes and tools used by the team, overseeing initiatives tied to objectives and key results (OKRs).

What You'll Bring

• Experience leading customer-facing delivery teams in software, technology, consulting, sales, or customer success environments—preferably in DevOps or a 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 (SDLC) practices, related tools, and agile or DevOps methodologies.
• Familiarity with cloud or container technologies (e.g., Kubernetes, Docker), application security concepts (SAST, DAST), or major cloud platforms (AWS, GCP, 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, working effectively with senior executives and external stakeholders.
• Strength in communication, coaching, feedback, delegation, planning, and process improvement.
• Empathetic leadership approach—able to coach with warmth, build trust, and connect technical concepts to business value.
• Willingness to travel occasionally for customer meetings and team events, as needed.

About the Team

On the Customer Success Management team, we are accountable for success bookings, customer adoption, measurable outcomes, customer satisfaction, and building customer advocacy across GitLab. In this role, you will manage a team in Asia Pacific while collaborating asynchronously with global stakeholders to help customers succeed at scale.

Benefits & Perks

• Comprehensive benefits to support your health, finances, and well-being
• Flexible Paid Time Off
• Equity Compensation & Employee Stock Purchase Plan (ESPP)
• Growth and Development Fund
• Parental Leave
• Team Member Resource Groups