Director, Customer Experience Strategy

GitLab · Full-time · Posted 2w ago

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, asynchronous, values-driven environment with a high degree of ownership, iteration, and transparency.

About the team

The CX Strategy team is a small, high-impact partner to the broader Customer Experience organization, focused on steering the end-to-end customer journey from purchase through adoption, renewal, expansion, and advocacy. The team works across strategy, analytics, planning, and cross-functional programs to help CX leaders make better decisions, prioritize investments, and improve customer and business outcomes.

The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.

How GitLab Supports Full-Time Employees

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

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.