GitLab
Director, Customer Experience Strategy
Remote, US · Director · Full-time
Sponsorship not specified$168k-$286kDetected 11 days ago
GitSQLSalesforceRecruitingIntellectual PropertyCustomer SuccessLeadershipCommunicationProblem Solving
About the role
- 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.
- The base salary range for this role's listed level is currently for residents of the United States only.
- This range is intended to reflect the role's base salary rate in locations throughout the US.
Responsibilities
- 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.
- Experience hiring, developing, and leading high-performing distributed teams.
- Excellent written and verbal communication skills, including the ability to create executive-ready documents, decks, proposals, and recommendations.
Compensation
- The base salary range for this role's listed level is currently for residents of the United States only.
- This range is intended to reflect the role's base salary rate in locations throughout the US.
- Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.
- 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.
Benefits
- The base salary range does not include any bonuses, equity, or benefits.
- See more information on our benefits and equity.
- Benefits to support your health, finances, and well-being
- Equity Compensation & Employee Stock Purchase Plan
- Set the vision and priorities for the CX Strategy function, aligning strategic programs, analytics, and planning around customer lifecycle outcomes and GitLab business priorities.
- 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.
Company info
- Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab.
- Flexible Paid Time Off
- Team Member Resource Groups
- Growth and Development Fund
- Parental Leave
- GitLab is the intelligent orchestration platform for DevSecOps.
Equal opportunity
- GitLab is proud to be an equal opportunity workplace and is an affirmative action employer.
- See also GitLab's EEO Policy and EEO is the Law.
- equal opportunity workplace and is an affirmative action employer.
- If you have a disability or special need that requires accommodation, please let us know during the recruiting process.
Visa & Work Authorization
- sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family med
This listing is sourced directly from GitLab's careers page and normalized into a canonical job model.