FREE ACCESS
5,000–10,000 jobs/day
See all jobs on JobTailor
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Director, Customer Experience Strategy
GitLabDirector, Customer Experience Strategy partnering with the Chief Customer Officer at GitLab. Leading strategic initiatives to enhance customer retention and engagement across various teams.
Tech Stack
Tools & technologiesSQL
About the role
Key responsibilities & impact- Set the vision and priorities for the CX Strategy function, aligning strategic programs, analytics, and planning around customer lifecycle outcomes and GitLab business priorities.
- Own annual planning and in-year strategic cadences for CX, including business planning, coverage and segmentation decisions, headcount and investment proposals, executive reviews, and priority-setting across Customer Success, Renewals, and Professional Services.
- Develop and evolve business models, KPI frameworks, and executive decision support for CX leadership so the organization can make better tradeoffs around customer health, retention, expansion, and growth efficiency.
- Lead high-priority cross-functional initiatives from ideation through implementation, bringing structure to ambiguous problems and driving alignment across CX, Sales, Finance, Product, Revenue Operations, and Data teams.
- Shape customer lifecycle strategy, including journey design, handoffs, engagement models, and program recommendations that improve customer outcomes and field effectiveness.
- Partner with Product and customer-facing leaders to bring voice-of-customer insights, adoption signals, and customer feedback into roadmap discussions, program design, and strategic decision-making.
- Define the strategic requirements and business cases that inform systems, tooling, reporting, and process changes, in partnership with CX Operations and Revenue Technology leaders.
Requirements
What you’ll need- Progressive experience in strategy, analytics, customer success, renewals, revenue operations, consulting, and/or business planning roles in a B2B SaaS environment.
- Strong business acumen with the ability to connect customer lifecycle strategy to operating metrics, planning decisions, financial considerations, and go-to-market outcomes.
- Demonstrated success leading cross-functional initiatives and influencing without direct authority across multiple senior stakeholder groups.
- Experience hiring, developing, and leading high-performing distributed teams.
- Strong analytical and problem-solving skills, including the ability to interpret complex data and translate it into clear recommendations, business cases, and strategic decisions.
- Fluency with key CX and GTM systems and analytical tools such as Salesforce, Gainsight, BI tools, spreadsheets, and SQL, along with comfort defining business requirements for data and tooling investments.
- Excellent written and verbal communication skills, including the ability to create executive-ready documents, decks, proposals, and recommendations.
- Comfort operating in an all-remote, asynchronous, values-driven environment with a high degree of ownership, iteration, and transparency.
Benefits
Comp & perks- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Business PlanningKPI Framework DevelopmentData InterpretationStrategic Decision-MakingProgram Design
Soft Skills
Influencing Without AuthorityTeam DevelopmentProblem-SolvingOwnershipTransparency