Director, Customer Experience Strategy at GitLab (United States)

GitLab

1 week ago

Director, Customer Experience Strategy

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 40 minutes agoStatus: Live

Job Summary

Lead the CX Strategy function for post-sales at GitLab, partnering directly with the Chief Customer Officer to turn customer and business signals into decisions. Own annual planning and strategic cadences across Customer Success, Renewals, and Professional Services, including coverage/segmentation and executive decision support. Drive cross-functional initiatives across CX, Sales, Finance, Product, RevOps, and Data to improve retention, expansion, adoption, and long-term customer value.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Director level

Key Responsibilities

•Set the vision and priorities for the CX Strategy function, aligning strategic programs, analytics, and planning to customer lifecycle outcomes and business priorities.
•Own annual planning and in-year strategic cadences for CX, including coverage/segmentation, headcount/investment proposals, executive reviews, and priority-setting across Customer Success, Renewals, and Professional Services.
•Develop and evolve business models, KPI frameworks, and executive decision support to improve tradeoffs around customer health, retention, expansion, and growth efficiency.
•Lead high-priority cross-functional initiatives from ideation through implementation, structuring ambiguous problems and driving alignment across CX, Sales, Finance, Product, Revenue Operations, and Data.
•Shape customer lifecycle strategy—journey design, handoffs, engagement models, and program recommendations—and partner with Product and customer-facing leaders to integrate customer insights into roadmap and strategic decisions.

Pay and Benefits

Salary: USD 168,000 - 285,600 annually

Perks:Paid LeaveResource GroupsEquity CompensationLearning BudgetParental Leave

Key Requirements

•Progressive experience in strategy, analytics, customer success, renewals, revenue operations, consulting, and/or business planning in a B2B SaaS environment.
•Strong business acumen connecting customer lifecycle strategy to operating metrics, planning decisions, financial considerations, and go-to-market outcomes.
•Demonstrated success leading cross-functional initiatives and influencing without direct authority across multiple senior stakeholder groups.
•Experience hiring, developing, and leading high-performing distributed teams.
•Fluency with CX/GT M systems and analytical tools (including Salesforce, Gainsight, BI tools, spreadsheets, and SQL) and ability to define requirements for data/tooling investments.

Experience:B2B SaaSCustomer successRevenue operationsConsulting

Skills:CommunicationAnalytical thinkingProblem-solvingCross-functional collaborationLeadership

Languages:English

Tech Stack:SalesforceGainsightBI toolsSpreadsheetsSQL

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

Website LinkedIn

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GitLab

1 week ago

Director, Customer Experience Strategy

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 40 minutes agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Director level

Key Responsibilities

•Set the vision and priorities for the CX Strategy function, aligning strategic programs, analytics, and planning to customer lifecycle outcomes and business priorities.
•Own annual planning and in-year strategic cadences for CX, including coverage/segmentation, headcount/investment proposals, executive reviews, and priority-setting across Customer Success, Renewals, and Professional Services.
•Develop and evolve business models, KPI frameworks, and executive decision support to improve tradeoffs around customer health, retention, expansion, and growth efficiency.
•Lead high-priority cross-functional initiatives from ideation through implementation, structuring ambiguous problems and driving alignment across CX, Sales, Finance, Product, Revenue Operations, and Data.
•Shape customer lifecycle strategy—journey design, handoffs, engagement models, and program recommendations—and partner with Product and customer-facing leaders to integrate customer insights into roadmap and strategic decisions.

Pay and Benefits

Salary: USD 168,000 - 285,600 annually

Perks:Paid LeaveResource GroupsEquity CompensationLearning BudgetParental Leave

Key Requirements

•Progressive experience in strategy, analytics, customer success, renewals, revenue operations, consulting, and/or business planning in a B2B SaaS environment.
•Strong business acumen connecting customer lifecycle strategy to operating metrics, planning decisions, financial considerations, and go-to-market outcomes.
•Demonstrated success leading cross-functional initiatives and influencing without direct authority across multiple senior stakeholder groups.
•Experience hiring, developing, and leading high-performing distributed teams.
•Fluency with CX/GT M systems and analytical tools (including Salesforce, Gainsight, BI tools, spreadsheets, and SQL) and ability to define requirements for data/tooling investments.

Experience:B2B SaaSCustomer successRevenue operationsConsulting

Skills:CommunicationAnalytical thinkingProblem-solvingCross-functional collaborationLeadership

Languages:English

Tech Stack:SalesforceGainsightBI toolsSpreadsheetsSQL

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

Website LinkedIn