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GitLab is seeking a Senior Manager of Customer Success Architects to lead a distributed Asia Pacific team responsible for helping customers realize value from GitLab through strong adoption, measurable outcomes, and trusted partnerships.
In this people leadership role, you will manage a team of Customer Success Architects and Customer Success Managers, reporting to the Sr Director of Customer Experience, APJ. You will be responsible for coaching team members through regular feedback and career development, managing resource assignments and hiring, and developing senior-level customer relationships. Your scope includes ensuring delivery of success package entitlements, driving usage and consumption, and supporting customers through onboarding, adoption, business reviews, and renewals.
You will partner closely with Sales, Product Management, Engineering, Professional Services, and other internal teams to create a consistent customer experience and coordinate responses to escalations. You will also improve team processes and tools, translate strategy into clear initiatives, and track delivery across competing priorities.
The role requires leading distributed teams across regions and cultures while working effectively with senior executives and external stakeholders. You will occasionally travel for customer meetings and team events.
GitLab is the intelligent orchestration platform for DevSecOps, trusted by more than 50 million registered users and over 50% of the Fortune 100. The company embraces AI as a core productivity multiplier and values continuous knowledge exchange, innovation, and high-performance culture.
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 SAST and DAST, or cloud platforms such as AWS, 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
- Strength in communication, coaching, feedback, delegation, planning, and process improvement
- Warmth and care in leadership approach with ability to coach with empathy and build trust
- Interest in candidates with transferable experience who can connect technical concepts to business value and collaborate well across functions
