Senior Director, Customer Experience Services at Gitlab

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 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 realize 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. What you'll do • Set the vision and strategic plan for the CX Services organization, 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. What you’ll bring • 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 organization. • 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, analyzing 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 realization, 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. 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 • Home office support 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.