# Director, Customer Success, EMEA

**Company:** [GitLab](https://hotfix.jobs/companies/gitlab)
**Location:** Remote
**Role:** Customer Success
**Experience:** 8+ years
**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
**Posted:** 2026-09-08

> 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.

## Job Description

## 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.

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