Director, Customer Success, EMEA

GitLab is looking for a strategic, commercially minded, and operationally rigorous Director of Customer Success to lead the EMEA Customer Success Management & Architecture (CSMA) and Customer Success Engineering (CSE) organizations.

The role brings together the strengths of CSMA and CSE so customers can move from implementation to adoption, measurable business outcomes, expansion, and renewal with a consistent experience.

Responsibilities

• Set the regional customer-success strategy
• Lead CSMA and CSE as one integrated organization
• Drive adoption, outcomes, and GitLab platform value
• Own operational excellence and business performance
• Build and develop an exceptional team
• Partner across the revenue and product ecosystem

What success looks like

• Customers achieve measurable outcomes and progress through their intended GitLab use cases
• CSMA and CSE operate as one coordinated team with clear ownership, effective handoffs, and a consistent customer experience
• Adoption, customer health, renewal risk, and expansion signals are visible, accurate, and acted on early

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
• A track record of improving customer adoption, measurable outcomes, retention, and expansion in complex enterprise accounts

How GitLab Supports Full-Time Employees

• 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