Director, Customer Experience Strategy

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. *Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab. An overview of this role As the Director, Customer Experience (CX) Strategy at GitLab, you will lead the team responsible for shaping the strategic direction of our post-sales organization and turning complex customer, market, and business signals into clear decisions that improve retention, expansion, adoption, and long-term customer value. This role is a direct business partner to our Chief Customer Officer (CCO) and supports our Global Customer Experience organization which encompasses Customer Success, Renewals, and Professional Services. It focuses on business planning, lifecycle design, coverage/segmentation strategy, executive decision support, strategic programs, and performance insight across the customer journey. Success in this role means owning several high-priority cross-functional initiatives, leading the strategy function effectively, and helping the business make better decisions through strong analysis, planning, and structured execution. What you’ll do - Set the vision and priorities for the CX Strategy function, aligning strategic programs, analytics, and planning around customer lifecycle outcomes and GitLab business priorities. - Own annual planning and in-year strategic cadences for CX, including business planning, coverage and segmentation decisions, headcount and investment proposals, executive reviews, and priority-setting across Customer Success, Renewals, and Professional Services. - Develop and evolve business models, KPI frameworks, and executive decision support for CX leadership so the organization can make better tradeoffs around customer health, retention, expansion, and growth efficiency. - Lead high-priority cross-functional initiatives from ideation through implementation, bringing structure to ambiguous problems and driving alignment across CX, Sales, Finance, Product, Revenue Operations, and Data teams. - Shape customer lifecycle strategy, including journey design, handoffs, engagement models, and program recommendations that improve customer outcomes and field effectiveness. - Partner with Product and customer-facing leaders to bring voice-of-customer insights, adoption signals, and customer feedback into roadmap discussions, program design, and strategic decision-making. - Define the strategic requirements and business cases that inform systems, tooling, reporting, and process changes, in partnership with CX Operations and Revenue Technology leaders. What you’ll bring - Progressive experience in strategy, analytics, customer success, renewals, revenue operations, consulting, and/or business planning roles in a B2B SaaS environment. - Strong business acumen with the ability to connect customer lifecycle strategy to operating metrics, planning decisions, financial considerations, and go-to-market outcomes. - Demonstrated success leading cross-functional initiatives and influencing without direct authority across multiple senior stakeholder groups. - Experience hiring, developing, and leading high-performing distributed teams. - Strong analytical and problem-solving skills, including the ability to interpret complex data and translate it into clear recommendations, business cases, and strategic decisions. - Fluency with key CX and GTM systems and analytical tools such as Salesforce, Gainsight, BI tools, spreadsheets, and SQL, along with comfort defining business requirements for data and tooling investments. - Excellent written and verbal communication skills, including the ability to create executive-ready documents, decks, proposals, and recommendations. - Comfort operating in an all-remote, asynchr

Progressive experience in strategy, analytics, customer success, renewals, revenue operations, consulting, and/or business planning roles in a B2B SaaS environment. Strong business acumen linking customer lifecycle strategy to operating metrics, planning decisions, financial considerations, and go-to-market outcomes. Proven success leading cross-functional initiatives and influencing without direct authority across multiple senior stakeholder groups. Experience hiring, developing, and leading high-performing distributed teams. Strong analytical and problem-solving skills with the ability to interpret complex data into clear recommendations, business cases, and strategic decisions. Fluency with CX and GTM systems and analytical tools (Salesforce, Gainsight, BI tools, spreadsheets, SQL) and comfort defining business requirements for data and tooling investments. Excellent written and verbal communication skills, including executive-ready documents, decks, proposals, and recommendations. Comfort operating in an all-remote, asynchronous environment.

Set the vision and priorities for the CX Strategy function, aligning strategic programs, analytics, and planning around customer lifecycle outcomes and GitLab business priorities. Own annual planning and in-year strategic cadences for CX, including business planning, coverage and segmentation decisions, headcount and investment proposals, executive reviews, and priority-setting across Customer Success, Renewals, and Professional Services. Develop and evolve business models, KPI frameworks, and executive decision support for CX leadership to optimize customer health, retention, expansion, and growth efficiency. Lead high-priority cross-functional initiatives from ideation through implementation, coordinating across CX, Sales, Finance, Product, Revenue Operations, and Data teams. Shape customer lifecycle strategy, including journey design, handoffs, engagement models, and program recommendations to improve outcomes and field effectiveness. Partner with Product and customer-facing leaders to bring voice-of-customer insights, adoption signals, and feedback into roadmap discussions, program design, and strategic decision-making. Define strategic requirements and business cases for systems, tooling, reporting, and process changes in partnership with CX Operations and Revenue Technology leaders.