Overview
You will lead the regional CSMA and CSE functions in EMEA to translate GitLab's customer-outcomes strategy into a scalable plan. You’ll integrate relationship and technical enablement to drive adoption, measurable outcomes, and renewal. You’ll build a high-performing, all-remote organization and partner across Sales, Professional Services, Product, and Engineering. Your work centers on turning adoption into value and shaping a consistent customer experience at scale. This role offers impact across strategy, execution, and cross-functional collaboration in a fast-growing, AI-enabled environment.
Leistungen / Benefits
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental Leave
Verantwortungsbereiche
- Set and execute the regional CSMA + CSE strategy for EMEA with defined engagement, coverage, segmentation, and capacity models
- Create a unified customer journey from onboarding to renewal, tying adoption to business outcomes
- Align CSMA and CSE as one organization with clear roles, handoffs, and escalation paths
- Develop scalable adoption programs (webinars, labs, office hours, executive engagements)
- Ensure high-quality handoffs with Professional Services and maintain current success plans
- Drive adoption, outcomes, and platform value using usage data and health signals
- Establish disciplined operating rhythms: forecasting, health metrics, risk management, capacity planning, and reviews
- Recruit, develop, and retain leaders across EMEA while fostering inclusive, remote-first culture
- Collaborate with Sales, Renewal Management, Product, Engineering, Support, and Operations to deliver customer outcomes
- Orchestrate executive engagements for strategic accounts and visible risk management
Zentrale Anforderungen
- Significant leadership experience in Customer Success or related post-sales function in enterprise SaaS
- Experience leading both relationship and technical customer-facing teams through managers
- Track record of improving adoption, retention, and expansion in complex accounts
- Experience designing/scaling multiple CS motions (dedicated, pooled, digital, programmatic)
- Strong understanding of lifecycle management, success planning, health and risk, and renewals
- Ability to engage senior stakeholders including executives and engineering leaders
- Operational discipline: forecasting, capacity planning, KPI design, data quality
- Influence across Sales, Renewal Management, Professional Services, Product, Engineering, Support, and Ops
- Experience hiring/retaining distributed teams across multiple countries
- Excellent written, verbal, and executive communication
- Experience with DevSecOps, developer platforms, or enterprise tech transformation
- Experience leading AI adoption, developer productivity, security, or platform capabilities
- Familiarity with Gainsight and Salesforce
- strategic thinking
- strong communication
- collaboration
- Gainsight
- Salesforce
- adoption architecture
Director, Customer Success, EMEA in Halle Arbeitgeber: GitLab
GitLab ist ein hervorragender Arbeitgeber, der eine dynamische und inklusive Arbeitsumgebung bietet, in der Innovation und Zusammenarbeit gefördert werden. Mit einem starken Fokus auf persönliche und berufliche Weiterentwicklung ermöglicht GitLab seinen Mitarbeitern, ihre Fähigkeiten in einem globalen Team zu entfalten und an bedeutenden Projekten im Bereich DevSecOps zu arbeiten. Die flexible Remote-Arbeitskultur und die Wertschätzung jeder Stimme machen GitLab zu einem attraktiven Arbeitsplatz für alle, die eine sinnvolle Karriere anstreben.
