Director, Customer Experience Strategy

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish the vision and key priorities for the CX Strategy function, ensuring alignment of strategic programs, analytics, and planning with customer lifecycle outcomes and GitLab's business objectives.

• Manage the annual planning process and ongoing strategic initiatives for CX, encompassing business planning, coverage and segmentation decisions, headcount and investment proposals, executive reviews, and priority-setting across Customer Success, Renewals, and Professional Services.

• Design and refine business models, KPI frameworks, and executive decision support for CX leadership, enabling the organization to make informed trade-offs regarding customer health, retention, expansion, and growth efficiency.

• Oversee critical cross-functional initiatives from conception to execution, providing structure to ambiguous challenges and fostering alignment among CX, Sales, Finance, Product, Revenue Operations, and Data teams.

• Develop the customer lifecycle strategy, addressing journey design, handoffs, engagement models, and program recommendations that enhance customer outcomes and improve field effectiveness.

• Collaborate with Product and customer-facing leaders to incorporate voice-of-customer insights, adoption signals, and customer feedback into roadmap discussions, program design, and strategic decision-making.

• Specify the strategic requirements and business cases that guide systems, tooling, reporting, and process modifications, in cooperation with CX Operations and Revenue Technology leaders.

⛳️ Requirements

• Progressive background in strategy, analytics, customer success, renewals, revenue operations, consulting, and/or business planning roles within a B2B SaaS context.

• Strong business acumen with the capability to correlate customer lifecycle strategy with operational metrics, planning decisions, financial factors, and go-to-market outcomes.

• Proven track record of leading cross-functional initiatives and influencing stakeholders without direct authority across various senior groups.

• Experience in recruiting, developing, and managing high-performing distributed teams.

• Excellent analytical and problem-solving abilities, including the skill to interpret complex data and convert it into clear recommendations, business cases, and strategic choices.

• Proficiency with essential CX and GTM systems and analytical tools such as Salesforce, Gainsight, BI tools, spreadsheets, and SQL, along with the ability to define business requirements for data and tooling investments.

• Outstanding written and verbal communication skills, including the capacity to produce executive-ready documents, presentations, proposals, and recommendations.

• Comfort in operating within an entirely remote, asynchronous, values-driven environment characterized by a high level of ownership, iteration, and transparency.

🏝️ Benefits

• Benefits designed to enhance your health, finances, and overall well-being

• Flexible Paid Time Off

• Team Member Resource Groups

• Equity Compensation & Employee Stock Purchase Plan

• Growth and Development Fund

• Parental Leave