Director Customer Experience Strategy
GitLab is an AI-powered DevSecOps platform that unifies the entire software development lifecycle into a single application. It helps development, security, and operations teams to collaborate and deliver software more efficiently, with security integrated at every step. The platform is trusted by millions of users and a majority of the Fortune 100.
About GitLab Inc.
GitLab is a comprehensive, AI-powered DevSecOps platform that streamlines the entire software delivery process by unifying the development lifecycle into a single application. It integrates source code management, CI/CD, security, and monitoring to help teams build, secure, and operate software more efficiently. Key features include automated security scans built into the development pipeline and AI-driven tools like GitLab Duo for code suggestions and chat, which enhance developer productivity. GitLab serves a diverse client base, from startups and open-source projects to large enterprises, including over half of the Fortune 100. The platform aims to reduce complexity, accelerate delivery cycles, and strengthen security and compliance for its users.
Skills
About the Role
You will set the vision and priorities for the Customer Experience Strategy function and turn customer, market, and business signals into clear decisions. You will lead annual planning, lifecycle design, segmentation, executive decision support, strategic programs, and performance insight across Customer Success, Renewals, and Professional Services. You will develop business models and KPI frameworks, lead cross-functional initiatives, shape customer journey strategy, bring customer insights into roadmap decisions, and define requirements for systems, tooling, reporting, and process improvements.
Requirements
- Progressive experience in strategy, analytics, customer success, renewals, revenue operations, consulting, or business planning roles in a B2B SaaS environment.
- Business acumen connecting customer lifecycle strategy to operating metrics, planning decisions, financial considerations, and go-to-market outcomes.
- Experience leading cross-functional initiatives and influencing senior stakeholders without direct authority.
- Experience hiring, developing, and leading distributed teams.
- Analytical and problem-solving skills to interpret complex data and create recommendations, business cases, and strategic decisions.
- Fluency with Salesforce, Gainsight, BI tools, spreadsheets, and SQL.
- Written and verbal communication skills for executive-ready documents, decks, proposals, and recommendations.
- Ability to work in an all-remote, asynchronous environment.
Responsibilities
- Set the vision and priorities for the Customer Experience Strategy function.
- Lead annual planning and in-year strategic cadences for Customer Experience.
- Develop business models, KPI frameworks, and executive decision support.
- Lead high-priority cross-functional initiatives from ideation through implementation.
- Shape customer lifecycle strategy, including journey design, handoffs, engagement models, and program recommendations.
- Bring voice-of-customer insights, adoption signals, and feedback into roadmap and strategic decisions.
- Define strategic requirements and business cases for systems, tooling, reporting, and process changes.
Benefits
- Health, financial, and well-being benefits.
- Flexible Paid Time Off.
- Team Member Resource Groups.
- Equity compensation and Employee Stock Purchase Plan.
- Growth and Development Fund.
- Parental Leave.