Director, Customer Success, EMEA
G
GitLabDevSecOps SaaS
Remote Ireland; Remote, France; Remote, Germany; Remote, Netherlands; Remote, Spain; Remote, United KingdomFull-TimeDirector
Salary not disclosed
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Job Details
- Required Skills
- SalesforceOperations ManagementCustomer Success
Requirements
- Significant leadership experience in Customer Success, Customer Experience, or Technical Account Management in enterprise SaaS.
- Proven experience leading both relationship-focused and technical customer-facing teams through managers.
- Track record of improving adoption, retention, and expansion in complex enterprise accounts.
- Experience designing/scaling coverage models (dedicated, pooled, digital, or programmatic).
- Strong understanding of customer lifecycle management, health/risk management, and adoption metrics.
- Ability to lead business and technical conversations with executives and engineering leadership.
- Operational discipline in forecasting, capacity planning, and KPI design.
- Experience in DevSecOps, software development lifecycle, or enterprise technology transformation.
- Experience operating in a high-growth, global, all-remote company.
- Proficiency with customer-success platforms such as Gainsight and Salesforce.
Responsibilities
- Translate GitLab’s customer-outcomes strategy into a clear EMEA plan for CSMA and CSE.
- Define regional engagement, coverage, segmentation, and capacity models across dedicated and scaled motions.
- Ensure consistent customer journey management from onboarding to renewal.
- Build alignment between relationship leadership and technical expertise for unified customer outcomes.
- Drive operational excellence in forecasting, health monitoring, risk management, and KPI reporting.
- Recruit, develop, and coach high-performing leaders and practitioners across EMEA.
- Orchestrate executive engagement for strategic customers and manage high-severity risks.
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