Director, Customer Experience Strategy

What you’ll do

• Set the vision and priorities for the CX Strategy function, aligning strategic programs, analytics, and planning around customer lifecycle outcomes and GitLab business priorities.
• Own annual planning and in-year strategic cadences for CX, including business planning, coverage and segmentation decisions, headcount and investment proposals, executive reviews, and priority-setting across Customer Success, Renewals, and Professional Services.
• Develop and evolve business models, KPI frameworks, and executive decision support for CX leadership so the organization can make better tradeoffs around customer health, retention, expansion, and growth efficiency.
• Lead high-priority cross-functional initiatives from ideation through implementation, bringing structure to ambiguous problems and driving alignment across CX, Sales, Finance, Product, Revenue Operations, and Data teams.
• Shape customer lifecycle strategy, including journey design, handoffs, engagement models, and program recommendations that improve customer outcomes and field effectiveness.
• Partner with Product and customer-facing leaders to bring voice-of-customer insights, adoption signals, and customer feedback into roadmap discussions, program design, and strategic decision-making.
• Define the strategic requirements and business cases that inform systems, tooling, reporting, and process changes, in partnership with CX Operations and Revenue Technology leaders.

What you’ll bring

• Progressive experience in strategy, analytics, customer success, renewals, revenue operations, consulting, and/or business planning roles in a B2B SaaS environment.
• Strong business acumen with the ability to connect customer lifecycle strategy to operating metrics, planning decisions, financial considerations, and go-to-market outcomes.
• Demonstrated success leading cross-functional initiatives and influencing without direct authority across multiple senior stakeholder groups.
• Experience hiring, developing, and leading high-performing distributed teams.
• Strong analytical and problem-solving skills, including the ability to interpret complex data and translate it into clear recommendations, business cases, and strategic decisions.
• Fluency with key CX and GTM systems and analytical tools such as Salesforce, Gainsight, BI tools, spreadsheets, and SQL, along with comfort defining business requirements for data and tooling investments.
• Excellent written and verbal communication skills, including the ability to create executive-ready documents, decks, proposals, and recommendations.
• Comfort operating in an all-remote, asynchronous, values-driven environment with a high degree of ownership, iteration, and transparency.

About the team

The CX Strategy team is a small, high-impact partner to the broader Customer Experience organization, focused on steering the end-to-end customer journey from purchase through adoption, renewal, expansion, and advocacy. The team works across strategy, analytics, planning, and cross-functional programs to help CX leaders make better decisions, prioritize investments, and improve customer and business outcomes.