GitLab - Senior Director, Customer Experience Services
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Requirements
• Demonstrated success building customer success/services strategies that improve adoption, retention, expansion, and long-term customer value. • Strong leadership and people management skills, with the ability to recruit, develop, and mentor high-performing teams in a distributed organization. • Experience designing or evolving service offerings and customer programs based on customer needs, business priorities, and operational scalability. • Strong understanding of technical product implementation, adoption strategies, and the software development lifecycle, ideally in DevOps or related environments. • A data-driven approach to decision-making, with experience defining success metrics, analyzing performance, and using insights to guide action. • Excellent communication and presentation skills, with the ability to influence senior stakeholders and build effective cross-functional partnerships. • Willingness to travel as needed and comfort working across cultures, geographies, and asynchronous ways of working. • The CX Services team at GitLab helps customers achieve meaningful outcomes with our platform after the sale. We focus on adoption, value realization, service delivery, and long-term customer growth. We work across the customer lifecycle to create consistent experiences, improve engagement models, and develop services that meet the needs of a broad range of customers. We partner closely with Sales, Support, Product, Engineering, Marketing, and Operations to connect customer goals with the right strategy, resources, and programs. In our globally distributed and asynchronous environment, we value clear communication, strong ownership, and continuous improvement. Our team is an important part of how GitLab supports customers as they build, secure, and deliver software more effectively. • How GitLab Supports Full-Time Employees • 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 • Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application. • Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process. • Country Hiring Guidelines:
Responsibilities
• Set the vision and strategic plan for the CX Services organization, with a focus on product adoption, customer outcomes, and business growth. • Architect and improve the post-sales customer experience by defining scalable lifecycle programs, engagement models, and customer success practices. • Lead the design, launch, and ongoing iteration of new and existing service offerings, including paid success plan approaches aligned to company goals. • Define and monitor key performance indicators for customer success/services, using data to evaluate program health and identify areas for improvement. • Lead and develop a high-performing CX Services Management team across distributed environments, including hiring, coaching, enablement, and performance management. • Partner closely with Sales leadership on renewal forecasting, account coverage, and growth planning to support retention and expansion. • Work across Product, Engineering, Support, Marketing, and Operations to align service delivery, resolve escalations, and improve the end-to-end customer experience. • Manage the commercial and operational aspects of the services portfolio, translating customer needs into practical offerings that deliver measurable value.
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