GitLab

Senior Director, Customer Success Services

GitLab

full-time

Posted on:

Location Type: Remote

Location: Australia

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Job Level

Senior

About the role

  • Set the vision and strategic plan for the CX Services organization, with a focus on product adoption, customer outcomes, and business growth.
  • Architect and improve the post-sales customer experience by defining scalable lifecycle programs, engagement models, and customer success practices.
  • Lead the design, launch, and ongoing iteration of new and existing service offerings, including paid success plan approaches aligned to company goals.
  • Define and monitor key performance indicators for customer success/services, using data to evaluate program health and identify areas for improvement.
  • Lead and develop a high-performing CX Services Management team across distributed environments, including hiring, coaching, enablement, and performance management.
  • Partner closely with Sales leadership on renewal forecasting, account coverage, and growth planning to support retention and expansion.
  • Work across Product, Engineering, Support, Marketing, and Operations to align service delivery, resolve escalations, and improve the end-to-end customer experience.
  • Manage the commercial and operational aspects of the services portfolio, translating customer needs into practical offerings that deliver measurable value.

Requirements

  • Significant experience leading customer success/services teams in SaaS or subscription enterprise software environments, including experience managing managers and global teams.
  • Demonstrated success building customer success/services strategies that improve adoption, retention, expansion, and long-term customer value.
  • Strong leadership and people management skills, with the ability to recruit, develop, and mentor high-performing teams in a distributed organization.
  • Experience designing or evolving service offerings and customer programs based on customer needs, business priorities, and operational scalability.
  • Strong understanding of technical product implementation, adoption strategies, and the software development lifecycle, ideally in DevOps or related environments.
  • A data-driven approach to decision-making, with experience defining success metrics, analyzing performance, and using insights to guide action.
  • Excellent communication and presentation skills, with the ability to influence senior stakeholders and build effective cross-functional partnerships.
  • Willingness to travel as needed and comfort working across cultures, geographies, and asynchronous ways of working.
Benefits
  • Benefits to support your health, finances, and well-being
  • Flexible Paid Time Off
  • Team Member Resource Groups
  • Equity Compensation & Employee Stock Purchase Plan
  • Growth and Development Fund
  • Parental leave
  • Home office support
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer success strategiesSaaSsubscription enterprise softwareservice offerings designcustomer programs developmenttechnical product implementationadoption strategiessoftware development lifecycleDevOpsdata analysis
Soft Skills
leadershippeople managementrecruitmentteam developmentmentoringcommunicationpresentationinfluencingcross-functional collaborationcultural adaptability