Senior Director, Customer Experience Services

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 p ... (truncated, view full listing at source)