# Director, Customer Experience Strategy Remote from[USA](https://jobicy.com/job-region/usa.md)Salary, yearly, USD 168,000 - 285,600Department [Customer Success](https://jobicy.com/categories/supporting.md) Employment type Full Time, Job posted12 Jul 2026Apply before12 Aug 2026Experience level Director Views / Applies 42 / 4 [About company](https://jobicy.com/company/gitlab.md) * Share About [GitLab](https://jobicy.com/company/gitlab.md) Iterate faster, innovate together: Our DevOps platform is a single app for unparalleled development velocity. [Information Technology & Services](https://jobicy.com/company-category/information-technology-services.md) * 2014 Actively Hiring Verified job posting This job post has been [manually reviewed](https://jobicy.com/tools/help-center/employee/how-does-jobicy-verify-the-legitimacy-of-remote-job-listings.md) for authenticity and compliance. ### AI Summary GitLab is seeking a Director of Customer Experience Strategy to lead the strategic direction of its post-sales organization, partnering with the CCO to improve retention, expansion, and customer value. The role involves annual planning, lifecycle design, coverage strategy, and driving cross-functional initiatives. Ideal candidates have deep experience in strategy, analytics, or customer success in B2B SaaS. This is a high-impact leadership position that shapes how GitLab supports its customers globally. The role offers a competitive salary and the opportunity to work in a high-performance, AI-driven culture. ### Role DNA Job Complexity Easy Hard Pace & Pressure Relaxed Fast-paced Autonomy Level Guided Full Ownership Communication Load Independent Highly Collaborative AI Insight This role demands extensive experience in strategy, analytics, and cross-functional leadership in B2B SaaS, with high stakes impact on customer retention and business growth, making it highly challenging. ### Salary Analysis Median Highly Competitive USD226,800US Market USD150k – 300k 0 USD330k AI Insight The offered salary range of $168,000-$285,600 is competitive for a Director-level role in Customer Experience Strategy, aligning with the upper quartile of the US market. The median of $226,800 reflects the strategic importance and seniority of the position. ### Core Skills Required [Customer Experience Strategy](https://jobicy.com/jobs?search_keywords=Customer+Experience+Strategy.md) [Business Planning](https://jobicy.com/jobs?search_keywords=Business+Planning.md) [Cross-functional Leadership](https://jobicy.com/jobs?search_keywords=Crossfunctional+Leadership.md) [Data-Driven Decision Making](https://jobicy.com/jobs?search_keywords=DataDriven+Decision+Making.md) [Customer Success](https://jobicy.com/jobs?search_keywords=Customer+Success.md) [Renewals Strategy](https://jobicy.com/jobs?search_keywords=Renewals+Strategy.md) [Strategic Planning](https://jobicy.com/jobs?search_keywords=Strategic+Planning.md) [KPI Frameworks](https://jobicy.com/jobs?search_keywords=KPI+Frameworks.md) [SaaS](https://jobicy.com/jobs?search_keywords=SaaS.md) [Product Partnership](https://jobicy.com/jobs?search_keywords=Product+Partnership.md) ### Cover Letter Sample I am writing to express my strong interest in the Director, Customer Experience Strategy position at GitLab. With extensive experience in B2B SaaS strategy and customer success, I have led cross-functional initiatives that directly improved retention and expansion outcomes. Your focus on leveraging AI and data-driven decisions aligns perfectly with my background in turning complex market signals into clear business strategies. I am excited about the opportunity to partner with the CCO and shape the post-sales organization at a company that values innovation and high performance. I look forward to contributing to GitLab's mission of transforming software development. Copy ### Sample Interview Questions How would you approach redesigning the customer lifecycle to improve retention and expansion at GitLab?I would start by analyzing current customer journey data, including touchpoints, handoffs, and churn patterns. Then, I'd collaborate with Customer Success, Renewals, and Product teams to identify friction points and opportunities for proactive engagement. Using a data-driven framework, I'd propose new engagement models and metrics to track success, ensuring alignment with GitLab's values and business priorities.Describe a time you led a cross-functional strategic initiative that had a significant impact on business outcomes.At my previous company, I led a initiative to restructure the customer segmentation model to optimize coverage and resource allocation. By working with Sales, Finance, and Operations, we reduced customer churn by 15% and increased upsell revenue by 20% within a year. The key was aligning diverse teams around a shared vision and using data to drive decisions.How do you balance short-term revenue goals with long-term customer value?I believe in a balanced scorecard approach that tracks both immediate metrics like renewal rates and leading indicators like customer health scores. By establishing clear KPI frameworks and regular executive reviews, we can make informed tradeoffs that prioritize sustainable growth without sacrificing quarterly targets.What experience do you have with annual planning and headcount investment decisions?I have led annual planning cycles for customer success organizations, including developing business cases for headcount, defining coverage models, and allocating budgets. I use a combination of historical data, market benchmarks, and strategic priorities to propose investments that maximize ROI and align with company goals.How would you incorporate AI into the customer experience strategy to drive efficiency and innovation?AI can be leveraged to automate routine tasks like personalized onboarding sequences and predictive churn alerts. I would work with product and data teams to integrate AI-driven insights into customer dashboards, enabling proactive interventions. Additionally, I'd explore AI tools to enhance self-service and support, freeing up human teams for high-value interactions. 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. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. [Co-create the future with us](https://www.youtube.com/watch?v=OuZIb5zszQI) as we build technology that transforms how the world develops software. *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. ## An overview of this role As the Director, Customer Experience (CX) Strategy at GitLab, you will lead the team responsible for shaping the strategic direction of our post-sales organization and turning complex customer, market, and business signals into clear decisions that improve retention, expansion, adoption, and long-term customer value. This role is a direct business partner to our Chief Customer Officer (CCO) and supports our Global Customer Experience organization which encompasses Customer Success, Renewals, and Professional Services. It focuses on business planning, lifecycle design, coverage/segmentation strategy, executive decision support, strategic programs, and performance insight across the customer journey. Success in this role means owning several high-priority cross-functional initiatives, leading the strategy function effectively, and helping the business make better decisions through strong analysis, planning, and structured execution. ## What you’ll do * Set the vision and priorities for the CX Strategy function, aligning strategic programs, analytics, and planning around customer lifecycle outcomes and GitLab business priorities. * 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. * 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. * 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. * Define the strategic requirements and business cases that inform systems, tooling, reporting, and process changes, in partnership with CX Operations and Revenue Technology leaders. ## What you’ll bring * Progressive experience in strategy, analytics, customer success, renewals, revenue operations, consulting, and/or business planning roles in a B2B SaaS environment. * Strong business acumen with the ability to connect customer lifecycle strategy to operating metrics, planning decisions, financial considerations, and go-to-market outcomes. * Demonstrated success leading cross-functional initiatives and influencing without direct authority across multiple senior stakeholder groups. * Experience hiring, developing, and leading high-performing distributed teams. * Strong analytical and problem-solving skills, including the ability to interpret complex data and translate it into clear recommendations, business cases, and strategic decisions. * Fluency with key CX and GTM systems and analytical tools such as Salesforce, Gainsight, BI tools, spreadsheets, and SQL, along with comfort defining business requirements for data and tooling investments. * Excellent written and verbal communication skills, including the ability to create executive-ready documents, decks, proposals, and recommendations. * Comfort operating in an all-remote, asynchronous, values-driven environment with a high degree of ownership, iteration, and transparency. ## About the team The CX Strategy team is a small, high-impact partner to the broader Customer Experience organization, focused on steering the end-to-end customer journey from purchase through adoption, renewal, expansion, and advocacy. 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. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our [benefits](https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/) and [equity](https://about.gitlab.com/handbook/stock-options/). Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary. United States Salary Range$168,000—$285,600 USD ### How GitLab Supports Full-Time Employees * [Benefits to support your health, finances, and well-being](https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/) * [Flexible Paid Time Off ](https://handbook.gitlab.com/handbook/people-group/time-off-and-absence/time-off-types/#flexible-paid-time-off-pto) * [Team Member Resource Groups](https://handbook.gitlab.com/handbook/company/culture/inclusion/tmrg-tmag/) * [Equity Compensation & Employee Stock Purchase Plan](https://handbook.gitlab.com/handbook/total-rewards/stock-options/) * [Growth and Development Fund](https://handbook.gitlab.com/handbook/people-group/learning-and-development/growth-and-development/) * [Parental Leave](https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/#parental-leave) 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](https://about.gitlab.com/company/culture/inclusion/#examples-of-select-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. 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.](https://handbook.gitlab.com/handbook/hiring/candidate-faq/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](https://about.gitlab.com/handbook/people-policies/inc-usa/#equal-employment-opportunity-policy) and [EEO is the Law](https://about.gitlab.com/handbook/labor-and-employment-notices/#eeoc-us-equal-employment-opportunity-commission-notices). If you have a disability or special need that requires [accommodation](https://about.gitlab.com/handbook/people-policies/inc-usa/#reasonable-accommodation), please let us know during the [recruiting process](https://about.gitlab.com/handbook/hiring/interviewing/#adjustments-to-our-interview-process). 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