Director, Customer Success – EMEA

This is a fully remote position, open to applicants in United Kingdom, +5 more countries.

📋 Description

• Oversee the EMEA Customer Success Management & Architecture and Customer Success Engineering teams.

• Take ownership of the regional customer-success operational framework, which includes relationship management, adoption architecture, technical enablement, customer health, and outcome realization.

• Convert GitLab’s customer-outcomes strategy into a tailored EMEA plan for CSMA and CSE.

• Define the models for engagement, coverage, segmentation, capacity, and operations across dedicated, pooled, and scaled approaches.

• Create a cohesive customer journey that spans onboarding and implementation to adoption, expansion, and renewal.

• Align the leadership of CSMA relationship management with the technical expertise of CSE, focusing on roles, handoffs, decision rights, and escalations.

• Design scalable adoption and enablement initiatives, including webinars, hands-on labs, office hours, adoption plays, and executive interactions.

• Leverage product usage data, customer feedback, success-plan progress, and health indicators to pinpoint risks and prioritize interventions.

• Collaborate with Sales and Renewal Management to craft narratives for expansion and renewal.

• Establish routines for forecasting, customer health, risk management, pipeline inspection, capacity planning, and performance reviews.

• Enhance data integrity across Gainsight, Salesforce, dashboards, and other record-keeping systems.

• Address customer escalations through executive engagement and cross-functional collaboration.

• Recruit, foster, coach, and retain leaders and practitioners in CSMA and CSE throughout the EMEA region.

• Develop career pathways, enablement strategies, mentoring programs, and succession plans.

• Collaborate with Sales, Renewal Management, Professional Services, Product, Engineering, Support, Marketing, and Customer Success Operations.

• Represent the needs of EMEA customers in the overarching global Customer Success strategy and planning.

⛳️ Requirements

• Extensive leadership experience in Customer Success, Customer Experience, Technical Account Management, or a similar post-sales role within an enterprise SaaS or subscription software environment.

• Proven experience in leading both customer-facing relationship teams and technical teams, preferably through managers and senior managers.

• A successful track record of enhancing customer adoption, achieving measurable outcomes, and increasing retention and expansion within complex enterprise accounts.

• Experience in designing or scaling dedicated, pooled, digital, or programmatic customer-success coverage models.

• Strong grasp of customer lifecycle management, success planning, health and risk management, adoption metrics, and renewal/expansion collaboration.

• Capability to steer technical and business discussions with senior customer stakeholders.

• Strong operational discipline, including skills in forecasting, capacity planning, KPI design, data quality, and inspection routines.

• Proven ability to influence across various functions, including Sales, Renewal Management, Professional Services, Product, Engineering, Support, and Operations.

• Experience in hiring, developing, and retaining distributed teams across different countries and cultures.

• Exceptional written, verbal, and executive-level communication skills.

• Familiarity with DevSecOps, the software development lifecycle, developer platforms, or enterprise technology transformation.

• Experience in leading the adoption of AI, enhancing developer productivity, security, or platform capabilities.

• Familiarity with customer-success platforms and revenue systems, such as Gainsight and Salesforce.

• Experience working in a high-growth, global, fully remote company.

• Proven experience in building scaled enablement programs, technical communities, or pooled specialist models.

🏝️ Benefits

• Benefits designed to support your health, financial stability, and overall well-being.

• Flexible Paid Time Off.

• Team Member Resource Groups.

• Equity Compensation & Employee Stock Purchase Plan.

• Growth and Development Fund.

• Parental Leave.