Gitpod

Customer Support

• Head of Customer Experience to build and lead the CX function; support global customers; report to VP Revenue; manage enterprise accounts; develop scalable strategies to drive customer outcomes; build/enhance customer success and support; expert on enterprise development teams; empower a high-performing team delivering transformational value with Ona.
• Role responsibilities: Own a comprehensive and scalable strategy related to implementation, onboarding, activation, renewals, expansion, and support to drive customer and business outcomes; Maintain deep understanding of the technical landscape and empathy for developer workflows in enterprise organizations; Collaborate with finance on incentive structure, renewal forecasting, coverage plans, and account risks/opportunities; Develop and empower your team to navigate relationships, build trust, lead change management, resolve conflict, and connect with relevant stakeholders; Proactively plan and hire the team to support incoming customer pipeline in US and EMEA; Build out our support function from 0 to 1.
• At the end of your first 30 days, you will have: Developed a deep understanding of all accounts; Addressed urgent issues, blockers, and/or renewals; Analyzed current team setup and proposed suggestions/changes to increase effectiveness; Established cross-functional relationships and working modes with internal stakeholders; Developed a 3 month roadmap for CX to proactively address scalability.
• About you: You work in alignment with our operating principles; You’ve got technical roots; You’re a champion of the customer; You see 10 steps ahead; You’ve seen a lot.
• Additionally, we're looking for someone with most of the following: Experience with customers in highly regulated industries (finance, health, etc); $10-50MM book of business; Significant experience leading early stage CX teams to success; Strong talent network in NY, SF, and/or London
• We use these tools and expect you to have familiarity with most of them: Salesforce; Accord; Pylon; Notion; Claude, ChatGPT; Gong; Apollo; Linear

Head of Customer Experience

Solutions Engineer

• Support US customers as a Solutions Architect reporting to VP of Revenue to transform developer workflows and productivity using Gitpod.
• Drive automation of development practices through the product to ensure technical success from proof of value through renewal and expansion.
• Collaborate hands-on with engineering teams to architect and implement solutions.
• Own end-to-end technical success of enterprise customers in post-sales, from proof of value through renewal and expansion.
• Design and implement optimal Gitpod environments and provide hands-on technical coaching to drive success.
• Deeply understand customer workflows and developer experience initiatives.
• Improve onboarding efficiency through tooling development and product feedback.
• Develop repeatability through documentation, resources, programs, and workshops to drive enterprise customer success at scale.
• First 30 days: understand product and problems it solves, grasp onboarding methodology, build relationships with GTM and Product Engineering, take ownership of account portfolio, and share process feedback.