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GitLab is seeking a strategic Director of Customer Success to lead the EMEA region's Customer Success Management & Architecture (CSMA) and Customer Success Engineering (CSE) organizations. This is a people-leadership role managing multiple managers and senior leaders across an all-remote organization spanning Ireland, France, Germany, Netherlands, Spain, and the United Kingdom.
You will own the regional customer-success operating model, translating GitLab's global customer-outcomes strategy into a clear EMEA plan. Key responsibilities include defining the regional engagement model, coverage strategy, segmentation, and capacity planning across dedicated, pooled, and scaled customer motions. You will establish a single view of the customer journey from onboarding through adoption, optimization, expansion, and renewal.
The role requires building strong alignment between CSMA relationship leadership and CSE technical expertise, ensuring clear roles, handoffs, and decision rights. You will develop scalable programs—webinars, hands-on labs, office hours, adoption plays, executive engagements—to increase customer reach and impact. A core focus is making product adoption and verified customer outcomes the center of the operating model, with particular emphasis on GitLab Duo and the Duo Agent Platform where relevant.
Operational excellence is critical: you will establish disciplined cadences for forecasting, customer health, risk management, pipeline inspection, and capacity planning. You will define a balanced scorecard including customer outcomes, adoption, retention health, expansion influence, coverage, productivity, quality, and team development. You will improve data quality and operational consistency across Gainsight, Salesforce, and other systems of record.
You will partner closely with Sales, Renewal Management, Professional Services, Support, Product, Engineering, Marketing, and Customer Success Operations. The role represents EMEA customer needs and patterns in global Customer Success strategy and planning.
