Sr. Director, Customer Success - Public Sector

GitLab Public Sector is seeking an experienced and strategic leader to oversee our Customer Success organization, which spans Solutions Architects, Customer Success Managers, Renewals Managers, Support Engineers, and Professional Services. Our Public Sector team includes Federal Defense, Intelligence, Civilian, Federal Systems Integrators and State, Local Government and Education.

What you'll do

• Set the overall vision and strategic plan for the Customer Success organization, focusing on driving product adoption, leading customer outcomes, experiences, and driving growth through gross renewals and net retention improvements

• Function as a second line leader to the following functions: Customer Success Management, Renewals Management, Solutions Architecture, US-based customer support, Professional Services, and cleared personnel

• Architect the pre and post-sales customer experience and lifecycle by building a world-class customer success management practice and organization

• Partner with the Sales, Product, Engineering, Support, and Operations teams to deliver the best possible customer experience resulting in increased lifetime value through higher win rates, product adoption, customer satisfaction, and overall health scores and increased new business growth through greater advocacy and referenceability

• Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)

• Build and lead world-class Customer Success Management team:

  • Recruit and develop a high performing team

  • Foster collaboration within the GitLab team and across customer stakeholders (i.e., technical, management and executives)

  • Lead enablement and operational practices to track and improve the performance of the teams and individuals

• Work closely with the Sales management and regional directors to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)

• Drive account growth goals:

  • Expand GitLab product and license adoption, setting up expansion opportunities

  • Influence future lifetime value through higher product adoption, customer satisfaction/advocacy, and referenceability

• Build engagement approaches (e.g., onboarding, success plan management, expansion plays, etc.) based on industry best practices while incorporating GitLab’s unique value proposition and values

• Manage and nurture executive relationships with customers, including management of executive-level escalations

What you'll bring

• Demonstrated progressive experience leading customer success managers, account management and/or sales teams with team sizes of 30+ people 

• Demonstrated progressive experience leading managers of customer success teams in a SaaS or subscription enterprise software company

• Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies

• TS/SCI Security Clearance 

• Knowledge of and demonstrated progressive experience with Public Sector customers

How GitLab will support you

• Benefits to support your health, finances, and well-being

• All remote, asynchronous work environment

• Flexible PTO (paid time off)

• Team Member Resource Groups

• Equity Compensation & Employee Stock Purchase Plan

• Growth and development budget 

• Parental leave

• Home office support

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.