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.

Director, Digital Success

About GitLab

GitLab is a complete DevOps platform, delivered as a single application, fundamentally changing the way Development, Security, and Ops teams collaborate and build software. We are committed to helping our customers achieve excellent business outcomes through our innovative solutions and our customer-centric approach.

Job Description

As the Director of Digital Success at GitLab, you will be responsible for leading our digital customer success initiatives, primarily focused on our long-tail customer base. This role is crucial in scaling our customer success efforts, driving product adoption, and increasing customer retention and expansion through digital-first strategies. You will work closely with cross-functional teams to create and implement innovative digital programs that enhance the customer experience and drive business outcomes.

Responsibilities

• Develop and execute a comprehensive Digital Customer Success strategy aligned with GitLab's overall customer success objectives and our long-tail customer segment needs.
• Lead the design, implementation, and optimization of digital-first programs to drive product adoption, customer retention, and expansion.
• Collaborate with cross-functional teams (Marketing, Product, Support, CS Strategy, and Sales) to create cohesive, personalized digital experiences throughout the customer lifecycle.
• Oversee the development and execution of digital onboarding programs, feature adoption campaigns, and customer education initiatives.
• Implement and manage a robust customer health scoring system to identify at-risk accounts and expansion opportunities.
• Drive the adoption and utilization of our customer success platform and other digital tools to enhance efficiency and scalability.
• Develop and track key performance indicators (KPIs) for Digital CS initiatives, focusing on customer retention, Net Dollar Retention (NDR), and expansion revenue, aligned with sales GTM segments. 
• Own the customer outcomes, aligned with the established KPIs, for this segment.
• Lead and mentor a team of Digital Customer Success Managers, fostering a culture of innovation and continuous improvement.
• Identify and implement tools and technology that will up-level our ability to drive adoption at scale
• Stay abreast of industry trends and best practices in Digital Customer Success, continuously evolving our strategies to maintain a competitive edge.

Requirements

• Experience in Customer Success Leadership, with expertise within Digital CS initiatives
• Proven track record of implementing successful Digital CS programs that drive measurable business outcomes
• Strong understanding of SaaS business models and the DevOps landscape
• Experience with customer success platforms, marketing automation tools, and in-app messaging systems
• Excellent analytical skills with the ability to translate data - in particular product usage data - into actionable insights
• Strong leadership and team management experience
• Exceptional communication and stakeholder management skills
• Experience with commercial and small business customers 
• You share our values, and work in accordance with those values

Performance Indicators

• Net Dollar Retention (NDR) for the long-tail customer segment
• Customer retention rates
• Product adoption rates and feature usage
• Efficiency indicators (e.g., number of customers managed per Digital CSM, Cost to Serve Ratios)
• Customer Health Score improvements
• Customer Satisfaction Score (CSAT) for digitally managed accounts