Sr. Director, Customer Success - Public Sector
GitLabAbout the role
GitLab is an open core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating the rate of human progress. This mission is integral to our culture, influencing how we hire, build products, and lead our industry. We make this possible at GitLab by running our operations on our product and staying aligned with our values. Learn more about Life at GitLab.
Thanks to products like Duo Enterprise, and Duo Workflow, customers get the benefit of AI at every stage of the SDLC. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier. All team members are encouraged and expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact across our global organisation.
GitLab Public Sector is seeking an experienced and strategic leader to oversee our Customer Success organization, which spans Solutions Architects, Customer Success Managers, Renewals Managers, Support Engineers, and Professional Services. Our Public Sector team includes Federal Defense, Intelligence, Civilian, Federal Systems Integrators and State, Local Government and Education.
What you'll do
- Set the overall vision and strategic plan for the Customer Success organization, focusing on driving product adoption, leading customer outcomes, experiences, and driving growth through gross renewals and net retention improvements
- Function as a second line leader to the following functions: Customer Success Management, Renewals Management, Solutions Architecture, US-based customer support, Professional Services, and cleared personnel
- Architect the pre and post-sales customer experience and lifecycle by building a world-class customer success management practice and organization
- Partner with the Sales, Product, Engineering, Support, and Operations teams to deliver the best possible customer experience resulting in increased lifetime value through higher win rates, product adoption, customer satisfaction, and overall health scores and increased new business growth through greater advocacy and referenceability
- Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
- Build and lead world-class Customer Success Management team:
- Recruit and develop a high performing team
- Foster collaboration within the GitLab team and across customer stakeholders (i.e., technical, management and executives)
- Lead enablement and operational practices to track and improve the performance of the teams and individuals
- Work closely with the Sales management and regional directors to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
- Drive account growth goals:
- Expand GitLab product and license adoption, setting up expansion opportunities
- Influence future lifetime value through higher product adoption, customer satisfaction/advocacy, and referenceability
- Build engagement approaches (e.g., onboarding, success plan management, expansion plays, etc.) based on industry best practices while incorporating GitLab’s unique value proposition and values
- Manage and nurture executive relationships with customers, including management of executive-level escalations
What you'll bring
- Demonstrated progressive experience leading customer success managers, account management and/or sales teams with team sizes of 30+ people
- Demonstrated progressive experience leading managers of customer success teams in a SaaS or subscription enterprise software company
- Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies
- TS/SCI Security Clearance
- Knowledge of and demonstrated progressive experience with Public Sector customers