Director, Customer Experience Strategy

ABOUT THE ROLE The Director, Customer Experience (CX) Strategy role at GitLab is a high-impact position that leads the strategic direction of our post-sales organization. As a key partner to our Chief Customer Officer (CCO), you will be responsible for turning complex customer, market, and business signals into clear decisions that improve retention, expansion, adoption, and long-term customer value. WHAT YOU'LL DO In this role, you will set the vision and priorities for the CX Strategy function, aligning strategic programs, analytics, and planning around customer lifecycle outcomes and GitLab business priorities. You will own annual planning and in-year strategic cadences for CX, including business planning, coverage and segmentation decisions, and headcount and investment proposals. You will also develop and evolve business models, KPI frameworks, and executive decision support for CX leadership. Key responsibilities include: - Setting the vision and priorities for the CX Strategy function - Owning annual planning and in-year strategic cadences for CX - Developing and evolving business models, KPI frameworks, and executive decision support for CX leadership - Leading high-priority cross-functional initiatives from ideation through implementation - Shaping customer lifecycle strategy, including journey design, handoffs, engagement models, and program recommendations - Partnering 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 WHAT YOU'LL NEED To be successful in this role, you will need: - 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 - Excellent written and verbal communication skills, including the ability to create executive-ready documents, decks, proposals, and recommendations WHY REMOTE GitLab is an all-remote company that values flexibility and autonomy. As a member of our team, you will be expected to operate in an asynchronous environment with a high degree of ownership, iteration, and transparency. BENEFITS The base salary range for this role is $175,000 - $225,000 per year, depending on location. Additionally, GitLab offers a comprehensive benefits package, including health insurance, retirement savings, and paid time off.