Director, Digital Success

Remote, United Kingdom

GitLab is an open core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating the rate of human progress. This mission is integral to our culture, influencing how we hire, build products, and lead our industry. We make this possible at GitLab by running our operations on our product and staying aligned with our values. Learn more about Life at GitLab.

Director, Digital Success

About GitLab

GitLab is a complete DevOps platform, delivered as a single application, fundamentally changing the way Development, Security, and Ops teams collaborate and build software. We are committed to helping our customers achieve excellent business outcomes through our innovative solutions and our customer-centric approach.

Job Description

As the Director of Digital Success at GitLab, you will be responsible for leading our digital customer success initiatives, primarily focused on our long-tail customer base. This role is crucial in scaling our customer success efforts, driving product adoption, and increasing customer retention and expansion through digital-first strategies. You will work closely with cross-functional teams to create and implement innovative digital programs that enhance the customer experience and drive business outcomes.

Responsibilities

  • Develop and execute a comprehensive Digital Customer Success strategy aligned with GitLab's overall customer success objectives and our long-tail customer segment needs.
  • Lead the design, implementation, and optimization of digital-first programs to drive product adoption, customer retention, and expansion.
  • Collaborate with cross-functional teams (Marketing, Product, Support, CS Strategy, and Sales) to create cohesive, personalized digital experiences throughout the customer lifecycle.
  • Oversee the development and execution of digital onboarding programs, feature adoption campaigns, and customer education initiatives.
  • Implement and manage a robust customer health scoring system to identify at-risk accounts and expansion opportunities.
  • Drive the adoption and utilization of our customer success platform and other digital tools to enhance efficiency and scalability.
  • Develop and track key performance indicators (KPIs) for Digital CS initiatives, focusing on customer retention, Net Dollar Retention (NDR), and expansion revenue, aligned with sales GTM segments. 
  • Own the customer outcomes, aligned with the established KPIs, for this segment.
  • Lead and mentor a team of Digital Customer Success Managers, fostering a culture of innovation and continuous improvement.
  • Identify and implement tools and technology that will up-level our ability to drive adoption at scale
  • Stay abreast of industry trends and best practices in Digital Customer Success, continuously evolving our strategies to maintain a competitive edge.

Requirements

  • Experience in Customer Success Leadership, with expertise within Digital CS initiatives
  • Proven track record of implementing successful Digital CS programs that drive measurable business outcomes
  • Strong understanding of SaaS business models and the DevOps landscape
  • Experience with customer success platforms, marketing automation tools, and in-app messaging systems
  • Excellent analytical skills with the ability to translate data - in particular product usage data - into actionable insights
  • Strong leadership and team management experience
  • Exceptional communication and stakeholder management skills
  • Experience with commercial and small business customers 
  • You share our values, and work in accordance with those values

Performance Indicators

  • Net Dollar Retention (NDR) for the long-tail customer segment
  • Customer retention rates
  • Product adoption rates and feature usage
  • Efficiency indicators (e.g., number of customers managed per Digital CSM, Cost to Serve Ratios)
  • Customer Health Score improvements
  • Customer Satisfaction Score (CSAT) for digitally managed accounts
  • Expansion revenue generated through digital initiatives

Career Ladder

The next step in the Customer Success Management job family is senior director, Digital Success. However, your career at GitLab can also develop in other directions, including a move to other departments or specialties.

Hiring Process

Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process. To learn more about someone who may be conducting the interview, find their job title on our team page.

  • Selected candidates will be invited to schedule a screening call with our Global Recruiters
  • Next, candidates will be invited to schedule a first interview with the VP of Customer Success
  • Candidates will then be invited to schedule an interview with a Customer Success Director peer & People Ops 
  • Candidate will then be invited to schedule an interview with our CS Strategy & Ops Team member
  • Candidates will be invited to schedule an interview with a leader from the SMB Sales team 
  • Candidates will be invited to schedule an interview with a leader from the Marketing team 
  • Successful candidates will subsequently be made an offer via email

Additional details about our process can be found on our hiring page.

Compensation

To view the relevant compensation range for your location, please visit our compensation calculator. This role also includes equity and variable pay opportunities in addition to base compensation.

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.  

Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, 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 medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.

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