Director, Customer Success – EMEA

🔥 9 minutes ago

🌐 United Kingdom, Ireland, +4 more countries – Remote

🇬🇧 United Kingdom – Remote 🇮🇪 Ireland – Remote 🇫🇷 France – Remote 🇩🇪 Germany – Remote 🇳🇱 Netherlands – Remote 🇪🇸 Spain – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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GitLab

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2014

💼 Consulting

📣 Marketing

🤖 Artificial Intelligence

💰 Secondary Market on 2020-11

Consulting • Marketing • Artificial Intelligence

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

• Lead EMEA Customer Success Management & Architecture and Customer Success Engineering organizations • Own the regional customer-success operating model across relationship management, adoption architecture, technical enablement, customer health, and outcome realization • Translate GitLab’s customer-outcomes strategy into an EMEA plan for CSMA and CSE • Define engagement, coverage, segmentation, capacity, and operating models across dedicated, pooled, and scaled motions • Establish a unified customer journey from onboarding and implementation through adoption, expansion, and renewal • Align CSMA relationship leadership with CSE technical expertise, including roles, handoffs, decision rights, and escalations • Develop scalable adoption and enablement programs such as webinars, hands-on labs, office hours, adoption plays, and executive engagements • Use product-usage data, customer feedback, success-plan progress, and health signals to identify risk and prioritize intervention • Partner with Sales and Renewal Management on expansion and renewal narratives • Establish forecasting, customer-health, risk-management, pipeline-inspection, capacity-planning, and performance-review cadences • Improve data quality across Gainsight, Salesforce, dashboards, and systems of record • Handle customer escalations with executive engagement and cross-functional coordination • Recruit, develop, coach, and retain CSMA and CSE leaders and practitioners across EMEA • Build career paths, enablement plans, mentoring programs, and succession plans • Partner with Sales, Renewal Management, Professional Services, Product, Engineering, Support, Marketing, and Customer Success Operations • Represent EMEA customer needs in global Customer Success strategy and planning

🎯 Requirements

• Significant leadership experience in Customer Success, Customer Experience, Technical Account Management, or a related post-sales function in an enterprise SaaS or subscription software business • Experience leading both customer-facing relationship teams and technical customer-facing teams, ideally through managers and senior managers • Track record of improving customer adoption, measurable outcomes, retention, and expansion in complex enterprise accounts • Experience designing or scaling dedicated, pooled, digital, or programmatic customer-success coverage models • Strong understanding of customer lifecycle management, success planning, health and risk management, adoption metrics, and renewal/expansion partnership • Ability to lead technical and business conversations with senior customer stakeholders • Strong operational discipline, including forecasting, capacity planning, KPI design, data quality, and inspection cadences • Demonstrated ability to influence across Sales, Renewal Management, Professional Services, Product, Engineering, Support, and Operations • Experience hiring, developing, and retaining distributed teams across multiple countries and cultures • Excellent written, verbal, and executive communication skills • Experience with DevSecOps, software development lifecycle, developer platforms, or enterprise technology transformation • Experience leading adoption of AI, developer productivity, security, or platform capabilities • Familiarity with customer-success platforms and revenue systems such as Gainsight and Salesforce • Experience operating in a high-growth, global, all-remote company • Experience building scaled enablement programs, technical communities, or pooled specialist models

🏖️ 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