Sr. Director, Customer Success - Public Sector

GitLab; United States; Remote; USD 150,000 - 200,000; Full time

Job summary

GitLab is seeking a Sr. Director for Customer Success in the Public Sector to lead a diverse team and drive customer satisfaction and growth. This role involves strategic planning, collaboration across departments, and managing executive relationships to enhance customer experiences. The ideal candidate will have extensive leadership experience in SaaS or enterprise software, with a focus on public sector dynamics.

Benefits

Comprehensive benefits supporting health, finances, and well-being

Flexible PTO

Employee resource groups

Equity and development budget

Parental leave

Home office support

Qualifications

• Proven leadership of customer success or sales teams of 30+ members.
• Experience managing global, diverse, and distributed teams.
• Deep knowledge of Public Sector customer needs.

Responsibilities

• Define and execute the vision and strategy for Customer Success.
• Lead Customer Success Management, Renewals, and Support functions.
• Build and lead a high-performing Customer Success team.

Skills

Leadership

Customer Success Management

Account Management

Collaboration

Strategic Planning

Job description

Sr. Director, Customer Success - Public Sector

Join to apply for the Sr. Director, Customer Success - Public Sector role at GitLab

Overview

GitLab is an open core software company developing the comprehensive AI-powered DevSecOps Platform used by over 100,000 organizations. Our mission is to enable everyone to contribute to and co-create software that powers our world, fostering rapid human progress. Our culture emphasizes transparency, collaboration, and AI integration, encouraging all team members to incorporate AI into their workflows.

Role Summary

We seek an experienced leader to oversee our Customer Success organization within the Public Sector, including Federal Defense, Intelligence, Civilian, Federal Systems Integrators, State, Local Government, and Education sectors.

Responsibilities

1. Define and execute the vision and strategy for the Customer Success organization, focusing on product adoption, customer outcomes, and growth through renewals and retention.
2. Lead functions such as Customer Success Management, Renewals, Solutions Architecture, Support, and Professional Services.
3. Design and implement the customer experience lifecycle to foster a world-class customer success practice.
4. Collaborate with Sales, Product, Engineering, Support, and Operations to enhance customer experience and increase customer lifetime value, satisfaction, and advocacy.
5. Develop and unify company-wide customer success processes, content, and data integration.
6. Build and lead a high-performing Customer Success team, including recruiting, development, and fostering collaboration.
7. Align with sales and regional leaders on strategies, forecasts, and account opportunities.
8. Drive account growth through product adoption and expansion strategies.
9. Create engagement strategies like onboarding and success planning aligned with industry best practices and GitLab’s values.
10. Manage executive relationships and handle escalations effectively.

Qualifications

• Proven leadership of customer success, account management, or sales teams of 30+ members, preferably in SaaS or enterprise software.
• Experience managing global, diverse, and distributed teams.
• TS/SCI Security Clearance.
• Deep knowledge of Public Sector customer needs and dynamics.
• Must be US-based, ideally near Washington, DC.

Support from GitLab

• Comprehensive benefits supporting health, finances, and well-being.
• Remote, asynchronous work environment.
• Flexible PTO, employee resource groups, equity, development budget, parental leave, and home office support.

We value diverse experiences and encourage candidates from underrepresented groups to apply, even if they do not meet every qualification. Our hiring process assesses potential and fit.

Additional Details

• Seniority level: Director
• Employment type: Full-time
• Job functions include Other roles; industries: Hospitals and Health Care, Non-profit, Government.