Director, Customer Success, EMEA

GitLab; Ireland; Remote; EUR 150,000 - 190,000; Full time

Job summary

GitLab is seeking a Director of Customer Success for the EMEA region to lead CSMA and CSE as one integrated, high-performing, all-remote team. You will set regional strategy, define engagement models, and drive adoption, outcomes, and platform value across customer relationships, ensuring consistent delivery and expansion opportunities.

You will partner with Sales, Professional Services, Support, and Product to improve health, outcomes, and renewals, building scalable programs and governance

Responsibilities

• 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
• 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
• 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
• 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 reporting

Job description

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 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.

Position overview

GitLab is looking for a strategic, commercially minded, and operationally rigorous Director of Customer Success to lead our EMEA Customer Success Management & Architecture (CSMA) and Customer Success Engineering (CSE) organizations.

This leader will own the regional customer-success operating model across relationship management, adoption architecture, technical enablement, customer health, and outcome realization. The role brings together the strengths of CSMA and CSE so customers can move from implementation to adoption, measurable business outcomes, expansion, and renewal with a consistent experience.

You will 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 qua