Senior Director, Customer Experience Services

GitLabDevSecOps

Remote, Australia; Remote, SingaporeFull-TimeDirector

Salary not disclosed

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Job Details

Requirements

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.

Responsibilities

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.

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