APAC Customer Success Architects Lead — Remote & Equity

Remote; San Francisco (CA); À distance; USD 180 000 - 240 000; Plein temps

Avantages offerts par ce poste

Flexible Paid Time Off

Equity Compensation

Employee Stock Purchase Plan

Growth and Development Fund

Parental Leave

Team Member Resource Groups

Résumé du poste

GitLab is seeking a Senior Manager, Customer Success Architects to lead a distributed Asia Pacific team driving adoption, value realization, and trusted partnerships with customers. You will coach and develop Customer Success Architects and Managers, align with Sales, Product, and Engineering, and oversee escalations and renewals to ensure consistent, outcomes-driven experiences.

You will collaborate with executive sponsors and end users, travel occasionally, and help scale GitLab's customer

Qualifications

• Experience leading customer-facing delivery teams in software, technology, consulting, sales, or customer success environments.
• 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.

Responsabilités

• 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.

Connaissances

Team leadership

Customer success

Cloud & Kubernetes

DevOps knowledge

Stakeholder mgmt

Communication skills

Formation

Bachelor's degree in a related field

Outils

AWS

Docker

Kubernetes

SAST/DAST tools

Description du poste

GitLab is seeking a Senior Manager, Customer Success Architects to lead a distributed Asia Pacific team driving adoption, value realization, and trusted partnerships with customers. You will coach and develop Customer Success Architects and Managers, align with Sales, Product, and Engineering, and oversee escalations and renewals to ensure consistent, outcomes-driven experiences.

You will collaborate with executive sponsors and end users, travel occasionally, and help scale GitLab's customer