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Director, Customer Success, EMEA

GitLab
Location
Remote Ireland; Remote, France; Remote, Germany; Remote, Netherlands; Remote, Spain; Remote, United Kingdom
Posted
12 days ago
Department
Customer Success
What they actually want (must-haves)
  • Significant leadership experience in Customer Success, Customer Experience, Technical Account Management, or a related post-sales function in an enterprise SaaS or subscription software business
  • Experience leading both customer-facing relationship teams and technical customer-facing teams
  • A track record of improving customer adoption, measurable outcomes, retention, and expansion in complex enterprise accounts
  • Experience designing or scaling coverage models across dedicated, pooled, digital, or programmatic customer-success motions
  • Strong understanding of customer lifecycle management, success planning, health and risk management, adoption metrics, and renewal/expansion partnership
  • Ability to lead technical and business conversations with senior customer stakeholders
Nice to have
  • Experience with DevSecOps, software development lifecycle, developer platforms, or enterprise technology transformation
  • Experience leading adoption of AI, developer productivity, security, or platform capabilities
  • Familiarity with customer-success platforms and revenue systems such as Gainsight and Salesforce
  • Experience operating in a high-growth, global, all-remote company
  • Experience building scaled enablement programs, technical communities, or pooled specialist models
What the job really is

As the Director of Customer Success for EMEA at GitLab, you will lead the Customer Success Management and Engineering teams, focusing on enhancing customer adoption, satisfaction, and outcomes. Your responsibilities include setting the regional strategy, ensuring alignment between teams, developing scalable programs, and driving operational excellence. You will collaborate closely with various departments to ensure a seamless customer journey from implementation to renewal, while also building and mentoring a high-performing remote team.

Benefits
  • Flexible Paid Time Off
  • Team Member Resource Groups
  • Equity Compensation & Employee Stock Purchase Plan
  • Growth and Development Fund
  • Parental Leave
Things to weigh
  • The role is remote but may have specific location-based eligibility requirements.
  • The posting encourages candidates from underrepresented groups to apply even if they do not meet every single requirement.
Job score3.4/5
Benefits3/5
Freshness5/5
Career value4/5
Role clarity5/5
Pay transparency0/5

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