Director, EMEA Customer Success & Adoption

GitLab; United States; Remote; USD 180,000 - 240,000; Full time

Job summary

GitLab is looking for a strategic, commercially minded 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 CSMA and CSE together to drive adoption, measurable business outcomes, expansion, and renewal

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

Job description

GitLab is looking for a strategic, commercially minded 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 CSMA and CSE together to drive adoption, measurable business outcomes, expansion, and renewal