Senior Director, Customer Experience Services
WFA Digital Insight
As the remote job market continues to evolve, demand for skilled customer success leaders is on the rise, with many companies seeking experienced professionals to drive growth and retention. With the global customer success market projected to reach $3.5 billion by 2027, roles like this are in high demand. Gitlab, a leader in DevSecOps, is no exception, and candidates with strong strategic thinking, customer insights, and cross-functional partnership skills will stand out in this competitive field. Before applying, candidates should be aware of the importance of AI-driven productivity, operational efficiency, and customer-centric approaches in this role.
Job Description
About the Role
The Senior Director, Customer Success Services position at Gitlab is a critical leadership role that will drive the strategy and execution of the company's post-sales customer experience. This involves shaping how customers adopt and grow with the Gitlab platform, as well as engaging with service offerings that support their goals. The successful candidate will be responsible for defining a clear vision for customer lifecycle programs, paid success plans, and scalable service delivery, working closely with Sales, Product, Engineering, Support, Marketing, and Operations teams.The role requires a unique blend of strategic thinking, customer insights, and hands-on execution, with a strong focus on driving business growth, customer retention, and expansion. As a leader in the Customer Success Services organization, the Senior Director will be responsible for managing a high-performing team, developing and executing service offerings, and driving operational excellence.
What You Will Do
- Set the vision and strategic plan for the CX Services organization, focusing on product adoption, customer outcomes, and business growth.
- Architect and improve the post-sales customer experience, 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 We Are Looking For
- Significant experience in customer success leadership, with a strong track record of driving growth, retention, and expansion.
- Proven ability to develop and execute strategic plans, with a focus on customer-centric approaches and operational excellence.
- Strong understanding of customer insights, data analysis, and performance metrics, with the ability to use data to drive decision-making.
- Excellent leadership and management skills, with experience in developing and managing high-performing teams.
- Strong communication and collaboration skills, with the ability to work effectively across multiple teams and stakeholders.
- Experience with AI-driven productivity and customer success platforms, with a strong understanding of the role of technology in driving customer outcomes.
Nice to Have
- Experience with Adjust and Excel, with the ability to analyze and interpret complex data sets.
- Knowledge of DevSecOps and the software development lifecycle, with a strong understanding of the challenges and opportunities facing customers in this space.
- Experience working in a remote or distributed environment, with a strong ability to manage and motivate teams across multiple locations.
Benefits and Perks
- Competitive salary and benefits package, with a focus on supporting the well-being and career development of all employees.
- Opportunity to work with a leading company in the DevSecOps space, with a strong focus on innovation and customer success.
- Collaborative and dynamic work environment, with a strong emphasis on teamwork, communication, and mutual support.
- Flexible working hours and remote work arrangements, with the ability to work from anywhere and manage your own schedule.
- Access to cutting-edge technology and tools, with ongoing training and development opportunities to help you stay ahead of the curve.
How to Stand Out
- Develop a strong understanding of customer success metrics and performance indicators, and be prepared to discuss how you would measure and drive customer success in this role.
- Emphasize your experience with AI-driven productivity and customer success platforms, and highlight your ability to use data and technology to drive customer outcomes.
- Highlight your leadership and management skills, and be prepared to discuss your approach to developing and managing high-performing teams.
- Research Gitlab's values and mission, and be prepared to discuss how your own values and approach align with those of the company.
- Prepare examples of your experience with customer-centric approaches, and be prepared to discuss how you would drive growth, retention, and expansion in this role.
- Be prepared to discuss your experience with Adjust and Excel, and highlight your ability to analyze and interpret complex data sets.
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