Director, Customer Success, EMEA
Leads GitLab’s EMEA Customer Success Management & Architecture and Customer Success Engineering organizations, unifying relationship and technical post-sales motions to improve adoption, outcomes, retention, and expansion. Requires significant enterprise SaaS leadership experience across customer-facing and technical teams.
About the job
Responsibilities
- Set the EMEA customer-success strategy for Customer Success Management & Architecture (CSMA) and Customer Success Engineering (CSE).
- Define engagement models, coverage and segmentation strategies, capacity models, and operating rhythms across dedicated, pooled, and scaled motions.
- Establish a unified customer journey from onboarding and implementation through adoption, optimization, expansion, and renewal.
- Lead CSMA and CSE as one integrated organization, including roles, handoffs, decision rights, escalation paths, success plans, adoption architecture, technical enablement, and value realization.
- Develop scalable programs such as webinars, hands-on labs, office hours, adoption plays, and executive engagements.
- Drive GitLab platform adoption, customer outcomes, customer health, retention, expansion readiness, and measurable business value, including relevant use of GitLab Duo and the Duo Agent Platform.
- Establish operating cadences for forecasting, customer health, risk management, pipeline inspection, capacity planning, and performance reviews.
- Define balanced scorecards and improve data quality across Gainsight, Salesforce, reporting dashboards, and other systems of record.
- Lead customer escalations and continuous-improvement initiatives across the customer journey.
- Recruit, develop, coach, and retain CSMA and CSE leaders and practitioners across EMEA; establish career paths, enablement, mentoring, and succession plans.
- Partner with Sales, Renewal Management, Professional Services, Support, Product, Engineering, Marketing, Enablement, and global Customer Success leadership.
- Orchestrate executive engagement for strategic customers and high-severity risks.
Requirements
- Significant leadership experience in Customer Success, Customer Experience, Technical Account Management, or a related post-sales function.
- Experience in an enterprise SaaS or subscription software business.
- Experience leading both customer-facing relationship teams and technical customer-facing teams, ideally through managers and senior managers.
- Track record of improving customer adoption, measurable outcomes, retention, and expansion in complex enterprise accounts.
- Experience designing or scaling customer-success coverage models.
Nice to have
- Experience with customer-success operating models spanning relationship management, adoption architecture, technical enablement, customer health, and outcome realization.
- Experience with Gainsight, Salesforce, customer-health data, and operational dashboards.
- Experience leading all-remote, geographically distributed organizations.
- Experience with GitLab Duo or the Duo Agent Platform.
Skills
Customer Success, Customer Experience, Technical Account Management, Enterprise Saas, Customer Adoption, Customer Health, Retention, Expansion Strategy, Gainsight, Salesforce, Capacity Planning, Gitlab Duo, Duo Agent Platform, Executive Engagement, Customer Success Operations
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