Senior Customer Success Architect - Singapore
RemoteSingapore
Job Summary
Own a portfolio of high-value Enterprise and Government accounts by serving as the senior post-sales strategic advisor, shaping multi-year DevSecOps and platform strategies in partnership with customer executives. Translate ambiguous business outcomes into rigorous Customer Success Plans with quantifiable goals, while providing deep technical guidance on CI/CD architecture, cloud strategies, and enterprise DevSecOps maturity models. Lead end-to-end resolution of critical cross-functional escalations, driving root cause analysis, coordinating internal teams, and managing executive communication to mitigate risk. Design technical enablement programs that close systemic maturity gaps and collaborate with Sales and Professional Services to drive retention, expansion, and adoption. Advise stakeholders on complex trade-offs such as multi-cloud versus hybrid deployments and self-managed versus dedicated environments to ensure optimal platform alignment.
Required Qualifications
- Must be a Singapore Citizen and based in Singapore
- Mandatory English and Chinese language (Mandarin) proficiency
- Hands-on experience building or owning CI/CD pipelines end to end, including pipeline as code, multi-stage design, artifact management, and troubleshooting in real-world environments
- A career built across different direct customer facing engagement roles such as Technical Account Management, Technical Solution Sales, Pre-sales, Business Development, Consulting, Professional services across customers in different industry vertical domains like Government, Banking, Financial and Insurance Services, Manufacturing, Telecommunications
- engagement with multiple technology and platform transition experience such as from on-premise deployments to Cloud, application modernization experience from monolith to microservices, from Waterfall to DevOps to DevSecOps and others
- more than once
- A long-standing demonstrated track record as the person other senior people call when an account is in genuine crisis
- gained across a sustained career of Enterprise or Government account ownership
- Credible judgment earned by personally owning the outcomes of dozens of complex enterprise customer account engagements over the course of a career, including situations with real commercial, technical, and reputational stakes
- A consistent track record of being trusted by customer executives and internal leadership to operate with minimal oversight in ambiguous and high-pressure situations
- Deep, hands-on expertise in DevSecOps practices, including shift-left security and integrating SAST, DAST, SCA, and container scanning into development workflows as well as architecting and troubleshooting CI/CD pipelines at enterprise scale
- Expert-level understanding of Git, merge request workflows and delivery lifecycles, having personally guided organizations through branching strategies such as trunk-based development and GitFlow, and modern software delivery lifecycles
- Demonstrated experience with infrastructure as code, GitOps, Cloud and on-premises environments with relevant experience that support GitLab deployments, including networking, identity and access management (IAM), secrets management, and deployment considerations for regulated or high-security environments
- Demonstrated experience partnering with customers to turn business requirements into actionable success plans, with measurable goals and verifiable business outcomes that are suitable for executive-level quarterly reporting
- Demonstrated ability to drive product adoption, dive deep into the accounts assigned and scale out the level of influence in the account
- Demonstrated ability to build and defend executive-level business cases (TCO, compliance, risk) that influence budget and platform strategy decisions
- Demonstrated ability to operate with autonomy in ambiguous, high-stakes situations with strong communication, stakeholder management, and organizational experience to manage a portfolio of enterprise and Government customers, balance multiple priorities, guide escalations, and coordinate effectively across customer teams and internal cross functional teams to resolve issues appropriately and in a timely manner
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