Director of Customer Success & Services, GitLab
EMEA
One DevOps platform
Be an early applicant
One DevOps platform
1001+ employees
Be an early applicant
1001+ employees
Company mission
To make it so that everyone can contribute. When everyone can contribute, users become contributors and we greatly increase the rate of innovation.
Role
Who you are
- Demonstrated progressive experience leading customer success managers and teams of 30+ people
- Proven track record in SaaS or subscription enterprise software companies
- Deep understanding of the DevOps landscape and software development lifecycle
- Strong leadership and people management skills
- Data-driven and analytical mindset
- Excellent communication and presentation skills
- Strategic thinking with tactical execution abilities
- Understanding of technical product implementation and adoption strategies
- Ability to translate customer needs into service offerings
- Experience defining and tracking customer adoption metrics
- Knowledge of industry trends and competitive landscape
- Willingness to travel up to 40% as required
- Experience managing distributed teams across cultures and geographies
- Strong project management capabilities
What the job involves
- The Director of Customer Success & Services is a strategic leader who drives customer outcomes while developing and delivering innovative service solutions. This role combines technical acumen with a customer-centric approach to shape the overall post-sales customer experience and service delivery strategy
- Set the overall vision and strategic plan for the Customer Success organization, focusing on driving product adoption, customer outcomes, and business growth
- Develop and articulate a clear vision for paid success plan offerings, ensuring alignment with company goals
- Architect the post-sales customer experience and lifecycle through world-class customer success management practices
- Define and optimize customer lifecycle programs based on segmentation and continuous improvemen.t
- Lead the design and iterative development of new and existing service offerings
- Build and maintain a world-class post-sales organization by implementing effective technology and processes
- Develop detailed customer journey maps and manage feedback loops to enhance service offering.s
- Define and monitor KPIs for service offerings, evaluating success and identifying improvement areas
- Lead a high-performing Customer Success Management team
- Recruit, develop, and mentor team members across global, distributed teams
- Foster collaboration within the team and across customer stakeholders
- Lead enablement and operational practices to track and improve team performance
- Partner with Sales, Product, Engineering, Support, and Operations teams
- Work closely with Sales Management on renewal forecasting and coverage plans
- Coordinate with Marketing and Product teams on service delivery alignment
- Address escalated customer issues by orchestrating resources across the company
- Drive account growth through product adoption and license expansion
- Influence future lifetime value through higher customer satisfaction and advocacy
- Create and maintain strong relationships with sales teams to drive revenue growth
- Manage commercial aspects of the services portfolio
- Performance Indicators:
- Pipeline and revenue creation
- Customer satisfaction metrics
- Service renewal rates
- Customer adoption metrics
- Team performance and development
- Service offering effectiveness
Application process
- 1) Interview with Recruiting Team Member
- 2) Interview with VP Customer Success
- 3) Team Interviews with:
- Director, Customer Success, AMER
- EMEA Sales Leader
- Strategy & Operations Leader
- EMEA Sales VP
Our take
GitLab is an open-source collaboration platform for developers. It enables teams to build code quickly from anywhere without compromising on security or quality. GitLab already has an estimated 30M+ users from all over the world.
According to a 2021 GitLab report, 60% of developers can release code 2x faster with DevOps platforms that bring teams together and accelerate processes. It stands out by catering to programmers of all experiences. Gitlab's version control system helps streamline the process of creating, maintaining, and deploying code, whoever you are.
GitLab was in the right place to capitalize on the recent trend toward rapid digital transformation and remote working. This trend is expected to continue to grow, and with it, GitLab's popularity. With its successful 2021 IPO and the patronage of major brands such as Nasdaq and Jaguar Land Rover, GitLab is expected to solidify its position as the go-to platform for development teams.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Sep 2019
$268m
SERIES E
Dec 2018
$20m
SERIES D
Total funding: $432.6m
Company benefits
- We offer benefits to manage your health, wealth, and well-being regardless of location
- Flexibility in schedule to be there for life’s important moments
- Equity compensation & Employee Stock Purchase Plan offered
- Generous Paid Time Off
Company values
- Collaboration - We prioritize things that help us work together effectively, such as assuming positive intent, saying “thanks” and “sorry,” and giving timely feedback.
- Results - We operate with a sense of urgency and bias for action, and we do what we promise — to each other, customers, users, and investors.
- Efficiency - From choosing boring solutions to documenting everything and being managers of one, we strive to make fast progress on the right things.
- Diversity, Inclusion, & Belonging - We work to ensure GitLab is a place where people from every background and circumstance feel like they belong and can thrive.
- Iteration - We aim to do the smallest viable and valuable thing, and get it out quickly for feedback.
- Transparency - Everything we do is public by default, from our company handbook to the issue trackers for our product.
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Sid Sijbrandij
(CEO)Studied Physics at the University of Twente. Interned at P&G and IBM. Was Lead Architect at the Netherlands' Ministry of Justice from 2009 to 2012. Founded app store Comcoaster in 2008, and then co-founded GitLab in 2012.
Diversity, Equity & Inclusion at GitLab
- Diversity, Inclusion, & Belonging is woven into our values and everything we do
- GitLab is home to many dedicated Team Member Resource Groups
- GitLab is a global, multi-cultural organization with team members all over the world
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