Senior Manager, Success Architects
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Job Description
Senior manager leading GitLab’s Asia Pacific Customer Success Architects and Managers. Driving customer adoption, measurable outcomes, and trusted partnerships for GitLab’s DevSecOps platform.
Responsibilities:
- Lead a team of Customer Success Architects and Managers focused on adoption, account health, customer satisfaction, and advocacy
- Ensure delivery of Success package entitlements and increase value through usage and consumption
- Coach team members through feedback, development support, and career growth conversations
- Partner with the Sr Director of Customer Experience APJ and Sales stakeholders to define goals, responsibilities, and priorities
- Manage resource assignments, staffing levels, and hiring activity
- Develop senior-level customer relationships and trusted-advisor partnerships
- Collaborate with Sales, Product Management, Engineering, Professional Services, Renewals, and other internal teams
- Support customers during escalations and coordinate effective responses
- Improve team processes and tools and oversee initiatives tied to objectives and key results
- Manage an Asia Pacific team while collaborating asynchronously with stakeholders across regions
Requirements:
- 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 driving software adoption and managing 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 Kubernetes, Docker, SAST, DAST, AWS, GCP, or 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
- Ability to work 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
- Ability to connect technical concepts to business value and collaborate across functions
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
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