Director, Customer Success, EMEA

GitLab
Ireland, France, Germany, Netherlands, Spain, United Kingdom
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementSkills: ["Leadership","Executive communication","Operational discipline","Coaching","Cross-functional influence"]

Lead the EMEA customer success operating model by integrating customer-success management and customer-success engineering to drive adoption architecture, technical enablement, customer health, and measurable business outcomes. Own the regional strategy, engagement and coverage model, success planning, and escalations, and build scalable adoption programs using product-usage data. Manage and develop a high-performing all-remote team through managers, while partnering across Sales, Renewals, Professional Services, Support, Product, Engineering, and Operations.

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FursaFursa
GitLab
GitLab
1 day ago

Director, Customer Success, EMEA

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Last checked: 4 hours agoStatus: Live

Job Summary

Lead the EMEA customer success operating model by integrating customer-success management and customer-success engineering to drive adoption architecture, technical enablement, customer health, and measurable business outcomes. Own the regional strategy, engagement and coverage model, success planning, and escalations, and build scalable adoption programs using product-usage data. Manage and develop a high-performing all-remote team through managers, while partnering across Sales, Renewals, Professional Services, Support, Product, Engineering, and Operations.
Location: Ireland, France, Germany, Netherlands, Spain, United Kingdom
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Director level

Key Responsibilities

  • •Set and execute the EMEA customer-success strategy, translating customer-outcomes goals into a regional plan for CSMA and CSE.
  • •Define the regional engagement model, coverage strategy, segmentation, capacity model, and operating rhythm across CSMA and CSE motions.
  • •Establish a single view of the customer journey and ensure success plans connect GitLab adoption to customer-defined business outcomes.
  • •Lead integrated CSMA/CSE operations, including success planning, risk intervention, adoption plays, and measurable customer value realization.
  • •Own operational excellence and performance: forecasting, customer health and risk management, balanced scorecards, data quality, and cross-functional escalations.

Pay and Benefits

Perks:Paid LeaveResource GroupsEquityLearning BudgetParental Leave

Key Requirements

  • •Significant leadership experience in customer success, customer experience, technical account management, or related post-sales roles in enterprise SaaS/subscription software.
  • •Experience leading both customer-facing relationship teams and technical customer-facing teams, ideally through managers and senior managers.
  • •Proven track record improving customer adoption, measurable outcomes, retention, and expansion in complex enterprise accounts.
  • •Strong understanding of the customer lifecycle, success planning, health and risk management, adoption metrics, and renewal/expansion partnership.
  • •Demonstrated operational discipline across forecasting, capacity planning, KPI design, data quality, and inspection cadences.
Experience:Enterprise SaaSSubscription software
Skills:LeadershipExecutive communicationOperational disciplineCoachingCross-functional influence
Tech Stack:GainsightSalesforceGitLab DuoDuo Agent PlatformAIDevSecOps

Company Brief

GitLab
Provides a single application for the complete DevSecOps lifecycle, offering source code management, CI/CD, security, and collaboration tools to help teams deliver software faster and more securely.
Industry: Developer Tools
Company Size: Enterprise (1,001+ employees)
Revenue: USD 250M to 500M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2011
WebsiteLinkedIn