Director, Customer Experience Strategy

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GitLab

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2014

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

💰 Secondary Market on 2020-11

Artificial Intelligence • Enterprise • SaaS

GitLab is the most comprehensive AI-powered DevSecOps platform, offering tools for automated software delivery, security, and compliance throughout the software development lifecycle. It provides solutions across areas such as AI-assisted development, continuous integration/continuous deployment (CI/CD), source code management, and vulnerability management. GitLab aims to simplify and accelerate software delivery by uniting development, security, and operations on a unified platform. It is particularly recognized for its AI code assistants and has been named a leader in the Gartner Magic Quadrant™ for DevOps Platforms, making it a preferred choice for many enterprises.

📋 Description

• Set the vision and priorities for the CX Strategy function, aligning strategic programs, analytics, and planning around customer lifecycle outcomes and GitLab business priorities. • Own annual planning and in-year strategic cadences for CX, including business planning, coverage and segmentation decisions, headcount and 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 for CX leadership so the organization can make better tradeoffs around customer health, retention, expansion, and growth efficiency. • Lead high-priority cross-functional initiatives from ideation through implementation, bringing structure to ambiguous problems and driving alignment across CX, Sales, Finance, Product, Revenue Operations, and Data teams. • Shape customer lifecycle strategy, including journey design, handoffs, engagement models, and program recommendations that improve customer outcomes and field effectiveness. • Partner with Product and customer-facing leaders to bring voice-of-customer insights, adoption signals, and customer feedback into roadmap discussions, program design, and strategic decision-making. • Define the strategic requirements and business cases that inform systems, tooling, reporting, and process changes, in partnership with CX Operations and Revenue Technology leaders.

🎯 Requirements

• Progressive experience in strategy, analytics, customer success, renewals, revenue operations, consulting, and/or business planning roles in a B2B SaaS environment. • Strong business acumen with the ability to connect 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. • Strong analytical and problem-solving skills, including the ability to interpret complex data and translate it into clear recommendations, business cases, and strategic decisions. • Fluency with key CX and GTM systems and analytical tools such as Salesforce, Gainsight, BI tools, spreadsheets, and SQL, along with comfort defining business requirements for data and tooling investments. • Excellent written and verbal communication skills, including the ability to create executive-ready documents, decks, proposals, and recommendations. • Comfort operating in an all-remote, asynchronous, values-driven environment with a high degree of ownership, iteration, and transparency.

🏖️ Benefits

• 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 • Parental Leave