Principal, CX Strategy
WFA Digital Insight
As the remote job market continues to evolve, companies like Gitlab are looking for CX strategists who can harness the power of data to elevate customer experiences. With the demand for customer experience specialists growing 25% in the last year, professionals with expertise in Salesforce and Adjust are in high demand. Gitlab stands out for its commitment to innovation and its use of AI to drive efficiency. Before applying, candidates should be prepared to demonstrate their ability to turn complex data into actionable insights and drive business growth.
Job Description
About the Role
The Principal, CX Strategy, plays a pivotal role in shaping Gitlab's customer experience, focusing on driving customer health, retention, and expansion. This strategic position involves using data, business planning, and structured problem solving to inform clear, actionable strategies that guide the Customer Success Architect, Customer Success Manager, and Customer Success Engineer teams. The role is integral to cross-functional collaboration, working closely with CX leadership, Revenue Operations, Sales Operations, Finance, and Product to refine systems, processes, and metrics.Day-to-day, this role entails developing and executing customer experience strategies, leading annual and quarterly planning for the Customer Experience organization, and identifying opportunities to enhance Customer Success efficiency. The Principal, CX Strategy, will analyze customer lifecycle performance, segmentation, and coverage models to generate actionable recommendations and insights.
The ideal candidate will be part of a dynamic team that values innovation, efficiency, and customer satisfaction. Gitlab's high-performance culture, driven by its values and continuous knowledge exchange, offers the opportunity for professional growth and collaboration with industry leaders.
What You Will Do
- Develop and execute Customer Experience strategies in partnership with CX leadership to improve customer outcomes and resource allocation
- Lead annual planning for the Customer Experience organization, including headcount forecasting, investment proposals, and business case development
- Identify and drive opportunities to improve Customer Success efficiency, scaling operations, and enabling productivity
- Analyze customer lifecycle performance, segmentation, and coverage models using BI tools, SQL, and spreadsheets
- Build, maintain, and improve executive reporting on key Customer Success metrics
- Drive quarterly business reviews and planning cycles with Customer Success leaders
- Collaborate with Revenue Operations, Sales Operations, Finance, and Product teams to design and implement systems enhancements and process improvements
- Develop and maintain coverage and segmentation models to guide resource allocation and investment decisions
What We Are Looking For
- Proven experience in customer experience strategy, preferably in a tech or software as a service (SaaS) environment
- Strong expertise in Salesforce and Adjust
- Ability to analyze complex data sets to inform business decisions
- Excellent communication and interpersonal skills
- Experience in leading cross-functional teams or projects
- Strong problem-solving and analytical skills
- Ability to work in a fast-paced, dynamic environment
- Experience with BI tools, SQL, and spreadsheets for data analysis
- Bachelor's degree in Business Administration, Marketing, or a related field
Nice to Have
- Experience with AI-driven tools for workflow efficiency
- Knowledge of DevSecOps principles and practices
- Certification in Salesforce or Adjust
- Experience working in a remote or distributed team environment
- Familiarity with Agile methodologies
Benefits and Perks
- Competitive compensation package
- Opportunity to work with a leading tech company
- Collaborative, dynamic work environment
- Professional development opportunities
- Flexible, remote work arrangements
- Access to the latest tools and technologies
- Health and wellness benefits
- Generous paid time off policy
How to Stand Out
- Ensure your resume highlights specific experiences with Salesforce and Adjust, as well as any data analysis skills.
- Prepare examples of how you have driven business growth through customer experience strategies.
- Develop a strong understanding of Gitlab's products and services to stand out in the application process.
- Be ready to discuss your approach to analyzing complex data sets and deriving actionable insights.
- Consider creating a portfolio that showcases your strategic planning and execution abilities.
- Review Gitlab's values and be prepared to discuss how your professional values align with theirs.
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