Principal, CX Strategy

Описание вакансии

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.

An overview of this role

As a Principal, Customer Experience Strategy, 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.

The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.

United States Salary Range

$121,000—$259,000 USD

How GitLab will support you

• Benefits to support your health, finances, and well-being
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental leave
• Home office support

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.

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 (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), 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 and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.