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Director of Customer Success & Services
Position Overview
The Director of Customer Success & Services is a strategic leader who drives customer outcomes while developing and delivering innovative service solutions. This role combines technical acumen with a customer-centric approach to shape the overall post-sales customer experience and service delivery strategy.
Core Responsibilities
Strategic Leadership & Vision
- Set the overall vision and strategic plan for the Customer Success organization, focusing on driving product adoption, customer outcomes, and business growth.
- Develop and articulate a clear vision for paid success plan offerings, ensuring alignment with company goals.
- Architect the post-sales customer experience and lifecycle through world-class customer success management practices
- Define and optimize customer lifecycle programs based on segmentation and continuous improvemen.t
Service Development & Delivery
- Lead the design and iterative development of new and existing service offerings.
- Build and maintain a world-class post-sales organization by implementing effective technology and processes.
- Develop detailed customer journey maps and manage feedback loops to enhance service offering.s
- Define and monitor KPIs for service offerings, evaluating success and identifying improvement areas.
Team Leadership
- Lead a high-performing Customer Success Management team
- Recruit, develop, and mentor team members across global, distributed teams
- Foster collaboration within the team and across customer stakeholders
- Lead enablement and operational practices to track and improve team performance
Cross-functional Partnership
- Partner with Sales, Product, Engineering, Support, and Operations teams
- Work closely with Sales Management on renewal forecasting and coverage plans
- Coordinate with Marketing and Product teams on service delivery alignment
- Address escalated customer issues by orchestrating resources across the company
Growth & Revenue Impact
- Drive account growth through product adoption and license expansion
- Influence future lifetime value through higher customer satisfaction and advocacy
- Create and maintain strong relationships with sales teams to drive revenue growth
- Manage commercial aspects of the services portfolio
Requirements
Experience & Skills
- Demonstrated progressive experience leading customer success managers and teams of 30+ people
- Proven track record in SaaS or subscription enterprise software companies
- Deep understanding of the DevOps landscape and software development lifecycle
- Strong leadership and people management skills
- Data-driven and analytical mindset
- Excellent communication and presentation skills
- Strategic thinking with tactical execution abilities
Technical & Business Acumen
- Understanding of technical product implementation and adoption strategies
- Ability to translate customer needs into service offerings
- Experience defining and tracking customer adoption metrics
- Knowledge of industry trends and competitive landscape
Additional Requirements
- Willingness to travel up to 40% as required
- Experience managing distributed teams across cultures and geographies
- Strong project management capabilities
Performance Indicators
- Pipeline and revenue creation
- Customer satisfaction metrics
- Service renewal rates
- Customer adoption metrics
- Team performance and development
- Service offering effectiveness
Hiring Process
- Interview with Recruiting Team Member
- Interview with VP Customer Success
- Team Interviews with:
- Director, Customer Success, AMER
- EMEA Sales Leader
- Strategy & Operations Leader
- EMEA Sales VP
Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.
Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.
GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.