Senior Director, Customer Success Strategy & Operations

The GitLab DevSecOps platform empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the world’s largest all-remote companies with 2,000+ team members and values that foster a culture where people embrace the belief that everyone can contribute. Learn more about Life at GitLab.

Senior Director, Customer Success Strategy & Operations 

The Sales Strategy Job Family helps develop and execute GitLab’s Global Sales Strategy. The Sales Strategy Job Family partners close with Sales Leadership to identify opportunities and improve efficiencies.

Responsibilities

What you’ll do  

• Partner with the Customer Success and CRO leadership teams to define overall business priorities & strategy to drive world-class customer outcomes.
• Build a great team of CS strategy & operations professionals.
• Utilize external resources to compare and benchmark Customer Success models, metrics and operations. 
• Lead the Fiscal Year planning effort, from model ideation to execution, for the Customer Success organization, including CSM, Renewals, Solution Architects  & Professional Services teams. 
• Partner with Sales Strategy and GTM Planning to thoughtfully align and integrate GTM models, policy/ROE,  resourcing and comp plans across key segments and geographies. 
• Drive selected CRO LT & E-Group-level strategic initiatives.   
• Represent the CS organizational priorities across Sales, Data, Analytics, Product & Engineering. 
• Partner with FP&A teams in establishing target efficiency metrics, funding mechanism & investment business cases. 
• Drive Key Customer Success Programs, such as At-Risk account process, usage data, Voice of the Customer and others. 
• Support renewals forecasting motion and other key running the business operational cadences  
• Proactively identify opportunities to enhance how the Customer Success teams operate 
• Define Key Operating Metrics and implement into the day to day of the organization; Closely partner with Customer Success Analytics team on metrics & with Central Data team on relevant data products  
• Create a world-class tech stack supporting new logo and customer revenue growth driving effectiveness, efficiency, and data insights.
• Build and execute a digital and AI/ML strategy and operations in collaboration with Customer Success, Marketing, and Data teams. 

 

Requirements

• Demonstrated progressive experience in an analytical role within a technology business. Preference for Strategy Consulting, Corporate Strategy, Venture Capital/Private Equity, and/or Investment Banking backgrounds
• BA/BS degree, MBA Preferred
• Excellent quantitative analytical skills, creativity in problem solving, and a keen business sense
• Ability to think strategically, but also have exceptional attention to detail to drive program management and execution
• Extensive track record of building high-quality and complex spreadsheets, models and presentations
• Superb analytical skills, technical aptitude and executive presence
• Experience with SQL, Tableau, and/or similar analytical packages a plus
• SaaS and B2B experience preferred
• Interest in GitLab, and open source software
• You share our values, and work in accordance with those values
• Ability to thrive in a fully remote organization
• You share our values, and work in accordance with those values.
• Leadership at GitLab
• Ability to use GitLab

Senior Director, Customer Success Strategy & Operations

The Senior Director, Customer Success Strategy & Operations reports to the VP, Field Operations.

Senior Director, Customer Success Strategy & Operations

The Senior Director, Customer Success Strategy & Operations is a grade 11.

Hiring Process

• 30 minute interview with Global Executive Recruiter
• 45 minute interview with Director, Sales Strategy & Analytics 
• 45 minute interview with VP of Customer Success
• 45 minute interview with VP of Global Revenue Strateg