Director, Customer Experience Strategy

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