Director of Customer Success Management, Americas

Director of Customer Success

The Director of Customer Success reports to the VP of Customer Success.

Director of Customer Success Job Grade

The Director of Customer Success is a job grade level 10.

Director of Customer Success Responsibilities

• Extends the Senior Manager, CSM responsibilities
• Set the overall vision and strategic plan for the Enterprise Customer Success Account Management organization, focusing on driving product adoption, leading customer outcomes, and experiences, and driving growth through gross renewals and net retention improvements
• Architect the post-sales customer experience and lifecycle by building a world-class customer success management practice and organization
• Partner with the Sales, Product, Engineering, Support, and Operations teams to deliver the best possible customer experience
• Drive customer outcomes, product adoption, and customer experience
  • Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
  • Increase product adoption and drive new business growth through greater advocacy and referenceability
• Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
• Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
• Proven ability to develop strategies, translate them into initiatives and track successful delivery
• Build and lead world-class Customer Success Management team:
  • Recruit and develop a high performing team
  • Foster collaboration within the GitLab team and across customer stakeholders (i.e., technical, management and executives)
  • Lead enablement and operational practices to track and improve the performance of the teams and individuals
• Work closely with the Sales management and regional directors to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
• Drive account growth goals:
  • Expand GitLab product and license adoption, setting up expansion opportunities
  • Influence future lifetime value through higher product adoption, customer satisfaction/advocacy, and referenceability
• Be an inspirational role model by challenging and maximizing the team strengths and aligning their efforts to the mission, vision, and organizational strategy
• Address escalated customer issues with speed and urgency, orchestrating resources across the company as appropriate
• Build a world-class post-sales organization by implementing technology and processes
• This role is focused on customer success management and is not a technical support-related role

Director of Customer Success

• Extends the Manager, CSM requirements
• Demonstrated progressive experience leading customer success managers, account management or sales teams with team sizes of 30 people+
• Demonstrated progressive experience leading managers of customer success teams in a SaaS or subscription enterprise software company
• Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies

How GitLab will support you

• Benefits to support your health, finances, and well-being
• All remote, asynchronous work environment
• Unlimited PTO (paid time off)
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and development budget 
• Parental leave
• Home office support

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.