Description
As the Sr. Director of Customer Experience (CX) Services, you will lead the strategy and execution of GitLab's post-sales customer experience. This role brings together customer success and professional services leadership, service development, and operational excellence to help customers realise value from the most comprehensive AI-powered DevSecOps platform.
You will shape how customers adopt GitLab, grow with our platform, and engage with service offerings that support their goals. Working across Sales, Product, Engineering, Support, Marketing, and Operations, you will help define a clear vision for customer lifecycle programs, paid success plans, and scalable service delivery.
In this role, you will combine strategic thinking with hands-on execution, using customer insights, data, and strong cross-functional partnership to improve outcomes for customers and the business. This is a unique opportunity to influence adoption, retention, expansion, and the overall customer journey at GitLab.
Responsibilities
- Set the vision and strategic plan for the CX Services organisation, with a focus on product adoption, customer outcomes, and business growth.
- Architect and improve the post-sales customer experience by defining scalable lifecycle programs, engagement models, and customer success practices.
- Lead the design, launch, and ongoing iteration of new and existing service offerings, including paid success plan approaches aligned to company goals.
- Define and monitor key performance indicators for customer success/services, using data to evaluate program health and identify areas for improvement.
- Lead and develop a high-performing CX Services Management team across distributed environments, including hiring, coaching, enablement, and performance management.
- Partner closely with Sales leadership on renewal forecasting, account coverage, and growth planning to support retention and expansion.
- Work across Product, Engineering, Support, Marketing, and Operations to align service delivery, resolve escalations, and improve the end-to-end customer experience.
- Manage the commercial and operational aspects of the services portfolio, translating customer needs into practical offerings that deliver measurable value.
Requirements
- Significant experience leading customer success/services teams in SaaS or subscription enterprise software environments, including experience managing managers and global teams.
- Demonstrated success building customer success/services strategies that improve adoption, retention, expansion, and long-term customer value.
- Strong leadership and people management skills, with the ability to recruit, develop, and mentor high-performing teams in a distributed organisation.
- Experience designing or evolving service offerings and customer programs based on customer needs, business priorities, and operational scalability.
- Strong understanding of technical product implementation, adoption strategies, and the software development lifecycle, ideally in DevOps or related environments.
- A data-driven approach to decision-making, with experience defining success metrics, analysing performance, and using insights to guide action.
- Excellent communication and presentation skills, with the ability to influence senior stakeholders and build effective cross-functional partnerships.
- Willingness to travel as needed and comfort working across cultures, geographies, and asynchronous ways of working.
About the Team
The CX Services team at GitLab helps customers achieve meaningful outcomes with our platform after the sale. We focus on adoption, value realisation, service delivery, and long-term customer growth. We work across the customer lifecycle to create consistent experiences, improve engagement models, and develop services that meet the needs of a broad range of customers.
We partner closely with Sales, Support, Product, Engineering, Marketing, and Operations to connect customer goals with the right strategy, resources, and programs. In our globally distributed and asynchronous environment, we value clear communication, strong ownership, and continuous improvement.
Our team is an important part of how GitLab supports customers as they build, secure, and deliver software more effectively.