Director, Customer Success, EMEA

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. ## What you'll do lead through managers and senior leaders, build a high-performing all-remote organization, and partner closely with Sales, Renewal Management, Professional Services, Support, Product, Engineering, Marketing, and Customer Success Operations. What you will do Set the regional customer-success strategy - Translate GitLab’s customer-outcomes strategy into a clear EMEA plan for CSMA and CSE. - Define the regional engagement model, coverage strategy, segmentation, capacity model, and operating rhythm across dedicated, pooled, and scaled motions. - Establish a single view of the customer journey, from onboarding and implementation through adoption, optimization, expansion, and renewal. - Ensure the organization consistently connects GitLab adoption to customer-defined business outcomes—not activity, features, or meetings alone. - Represent EMEA customer needs and patterns in global Customer Success strategy and planning. Lead CSMA and CSE as one integrated organization - Build strong alignment between CSMA relationship leadership and CSE technical expertise, with clear roles, handoffs, decision rights, and escalation paths. - Ensure every appropriate customer has a current success plan with measurable outcomes, milestones, owners, risks, and next actions. - Create a consistent approach to adoption architecture, use-case progression, technical enablement, and value realization. - Develop scalable programs—such as webinars, hands-on labs, office hours, adoption plays, and executive engagements—that increase customer reach and impact. - Partner with Professional Services to create continuity from implementation through adoption, including high-quality handoffs and clear ownership after delivery. - Ensure CSE capacity is focused on the moments that most improve adoption, time-to-value, customer health, and expansion readiness. Drive adoption, outcomes, and GitLab platform value - Make product adoption and verified customer outcomes the centre of the operating model. - Build the capabilities required to help customers adopt GitLab’s strategic use cases, including GitLab Duo and the Duo Agent Platform where relevant to customer objectives. - Use product-usage data, customer feedback, success-plan progress, and health signals to identify risk and prioritize intervention. - Establish repeatable plays to accelerate onboarding, remove adoption blockers, increase breadth and depth of use, and support customers in achieving measurable value. - Partner with Sales and Renewal Management to turn adoption progress and outcome evidence into a credible expansion and renewal narrative. Own operational excellence and business performance - Establish a disciplined cadence for forecasting, customer health, risk management, pipeline inspection, capacity planning, and performance reviews. - Define a balanced scorecard for CSMA and CSE that includes customer outcomes, adoption, retention health, expansion influence, coverage, productivity, quality, and team development. - Improve data quality and operational consistency across Gainsight, Salesforce, reporting dashboards, and other systems of record. - Ensure customer escalations are handled with clear ownership, appropriate executive engagement, and timely cross-functional coordination. - Identify systemic friction in the customer journey and lead continuous-improvement initiatives that scale across EMEA and globally. Build and develop an exceptional team - Recruit, develop, coach, and retain high-performing CSMA and CSE leaders and practitioners across EMEA. - Set clear expectations for customer leadership, technical depth, commercial acumen, operational discipline, and collaboration. - Create career paths, enablement plans, mentoring programs, and succession plans for both disciplines. - Foster an inclusive, accountable, and high-trust culture consistent with GitLab’s values and all-remote ways of working. …

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