CX Strategy Manager

GitLab; Remote; IDR 300.000.000 - 400.000.000; Full time

Job summary

A leading software development platform is seeking a Customer Experience Strategy Manager to enhance customer retention and expansion initiatives. In this role, you will develop data-driven strategies, lead annual planning, and improve Customer Success operations. Ideal candidates should have experience in B2B SaaS and skills in business intelligence tools like Tableau and Salesforce. This role is fully remote, offering the opportunity to collaborate across functions and regions to drive impactful customer experiences.

Benefits

Equal opportunity employer

Remote work flexibility

Qualifications

• Experience in Customer Success operations, strategy, or analytics within B2B SaaS environments.
• Background in developing and executing strategic initiatives that improve customer outcomes.
• Proficient with business intelligence tools for building models and reports.

Responsibilities

• Develop Customer Experience strategies by partnering with CX leadership.
• Lead annual planning for the Customer Experience organization.
• Analyze customer lifecycle performance and drive efficiency improvements.

Skills

Customer Success operations

Customer strategy

Business intelligence tools

SQL

Salesforce reporting

Data visualization

Tools

Tableau

Sisense

Looker

Job description

An overview of this role

As a Customer Experience Strategy Manager, you'll be a strategic partner to GitLab's Customer Experience (CX) organization, helping shape how we drive customer health, retention, expansion, and the effectiveness of our Customer Success Architect, Customer Success Manager, and Customer Success Engineer teams. You'll report to the Director of CX Strategy and use data, business planning, and structured problem solving to turn complex customer and performance data into clear, actionable strategies. In your first year, you'll lead annual and quarterly planning for CX. You'll build and evolve coverage and segmentation models, and you'll create executive-ready reporting and insights that guide how we invest, scale, and align our go-to-market motion around the customer journey. You'll work cross-functionally with CX leadership, Revenue Operations, Sales Operations, Finance, and Product to improve systems, processes, and metrics. This work reduces friction across touchpoints and supports a customer-first, insight-driven organization.

What you'll do

• Develop and execute Customer Experience strategies by partnering with CX leadership to shape business plans and coverage models that improve customer outcomes and resource allocation
• Lead annual planning for the Customer Experience organization, including headcount forecasting, investment proposals, and business case development to support growth and effectiveness
• Identify and drive opportunities to improve Customer Success efficiency, scaling operations, aligning resources, and enabling productivity across Customer Success Architect, Customer Success Manager, and Customer Success Engineer teams
• Analyze customer lifecycle performance, segmentation, and coverage models using BI tools, SQL, and spreadsheets to generate actionable recommendations and insights
• Build, maintain, and improve executive reporting on key Customer Success metrics, delivering clear narratives and data visualizations that inform leadership decisions
• Drive quarterly business reviews and planning cycles with Customer Success leaders, providing analytical support, strategic guidance, and follow-through on action items
• Collaborate with Revenue Operations, Sales Operations, Finance, and Product teams to design and implement systems enhancements, process improvements, and scalable operating models
• Create, refine, and present high-quality models, dashboards, and presentations that translate complex data into clear strategies for stakeholders at all levels

What you'll bring

• Experience in Customer Success operations, strategy, revenue operations, or strategy and analytics within B2B SaaS environments
• Background developing and executing strategic initiatives that improve customer outcomes, organizational effectiveness, or operational efficiency
• Experience leading annual planning activities such as headcount forecasting, investment modeling, and business case development
• Proficiency in business intelligence tools (for example, Tableau, Sisense, Looker), SQL, and advanced spreadsheets for building models, reports, and presentations
• Strong working knowledge of Salesforce reporting and analytics, including building and interpreting dashboards and performance metrics
• Ability to analyze customer segmentation, coverage models, and lifecycle performance to recommend resource allocation and deployment strategies
• Skill in presenting complex analysis and strategic recommendations to senior leaders, with clear written and verbal communication tailored to different audiences
• Ability to influence without direct authority, manage cross-functional projects from concept to completion, and apply creative problem solving. Candidates with transferable experience in related fields such as consulting or business strategy are encouraged to apply

About the team

The Customer Experience Strategy team at GitLab is a small but high-impact partner to our broader Customer Experience (CX) organization. Together, we steer the end-to-end customer journey from initial awareness and purchase through adoption, expansion, and advocacy. We work across Customer Success Architects, Customer Success Managers, and Customer Success Engineers to align strategy, data, and operations. We also collaborate asynchronously with CX leadership and go-to-market partners in multiple regions. We focus on building and evolving CX frameworks like customer journey maps, voice of customer programs, segmentation and coverage models, and CX analytics. This work helps us reduce friction across touchpoints, improve customer satisfaction and retention, and scale a truly customer-first culture and operating model.

Equal opportunity statement: 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, national origin, age, citizenship, marital status, disability, 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. If you require accommodation during the recruiting process, please let us know.

GitLab hires new team members in countries around the world. All roles are remote, though some roles may carry location-based eligibility requirements. Our Talent Acquisition team can help answer questions about location after starting the recruiting process.

How to apply

To express interest in this role, please apply through the GitLab Careers site.

For government reporting purposes and related information, GitLab may collect voluntary self-identification data. Providing this information is optional and will not affect your application. See the GitLab Equal Employment Opportunity policy for more details.