Senior Director, Customer Experience Services

GitLab

Remote
Remote
Customer success and professional services leadership
Service development and operational excellence
Customer lifecycle programs
Lead the strategy and execution of GitLab's post-sales customer experience, bringing together customer success and professional services leadership

Job Summary

  • Lead the strategy and execution of GitLab's post-sales customer experience, bringing together customer success and professional services leadership.
  • Shape how customers adopt GitLab, grow with the platform, and engage with service offerings that support their goals.
  • Work across Sales, Product, Engineering, Support, Marketing, and Operations to define a clear vision for customer lifecycle programs, paid success plans, and scalable service delivery.

Matching Summary

Lead the strategy and execution of GitLab's post-sales customer experience, bringing together customer success and professional services leadership.

Skills & Requirements

Must-have

  • Customer success and professional services leadership
  • Service development and operational excellence
  • Customer lifecycle programs
  • Paid success plans
  • Scalable service delivery
  • Cross-functional partnership

Nice-to-have

  • Embrace AI as a core productivity multiplier
  • High-performance culture
  • Continuous knowledge exchange
  • Co-create the future

Key Requirements

  • Significant experience leading customer success/services teams in SaaS
  • Experience managing managers and global teams
  • Experience designing or evolving service offerings
  • Strong understanding of technical product implementation
  • Data-driven approach to decision-making
  • Excellent communication and presentation skills
  • Willingness to travel as needed

Work Rights

Not specified

Tailored Resume

Cover Letter