Director, Customer Experience Strategy
New
G
GitLabB2B SaaS
Location: Remote, USFull-TimeDirector
Salary$168,000 — $285,600 USD
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Job Details
- Required Skills
- SQLBusiness IntelligenceSalesforceCross-functional Team LeadershipStrategyCustomer Success
Requirements
- Progressive experience in strategy, analytics, customer success, renewals, revenue operations, consulting, or business planning in a B2B SaaS environment.
- Strong business acumen with ability to connect lifecycle strategy to operating metrics and financial considerations.
- Demonstrated success leading cross-functional initiatives and influencing senior stakeholders without direct authority.
- Experience hiring, developing, and leading high-performing distributed teams.
- Strong analytical and problem-solving skills with the ability to translate complex data into clear recommendations.
- Fluency with key CX and GTM systems (Salesforce, Gainsight, BI tools, spreadsheets, SQL).
- Excellent written and verbal communication skills for creating executive-ready documentation.
- Comfort operating in an all-remote, asynchronous environment with high ownership and transparency.
Responsibilities
- Set the vision and priorities for the CX Strategy function, aligning strategic programs, analytics, and planning around customer lifecycle outcomes.
- Own annual planning and in-year strategic cadences, including business planning, coverage/segmentation, and headcount/investment proposals.
- Develop and evolve business models, KPI frameworks, and executive decision support for CX leadership.
- Lead high-priority cross-functional initiatives, driving alignment across CX, Sales, Finance, Product, Revenue Operations, and Data teams.
- Shape customer lifecycle strategy, including journey design, handoffs, and engagement models to improve field effectiveness.
- Partner with Product and customer-facing leaders to integrate voice-of-customer insights into roadmaps and strategic decision-making.
- Define strategic requirements and business cases for systems, tooling, and process changes.
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