Director, Customer Success (Apac) - Australia Or Singapore

The GitLab DevSecOps platform empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the world's largest all-remote companies with 2,000+ team members and values that foster a culture where people embrace the belief that everyone can contribute. Learn more about Life at GitLab.

Director of Customer Success This role is 100% remote and eligible candidates must be located in Australia or Singapore.  The Director of Customer Success reports to the VP of Customer Success.

Director of Customer Success Job Grade The Director of Customer Success is a job grade level 10.

Director of Customer Success Responsibilities Extends the Senior Manager, CSM responsibilitiesSet the overall vision and strategic plan for the Account Management organization, focusing on driving product adoption, leading customer outcomes, and experiences, and driving growth through gross renewals and net retention improvementsArchitect the post-sales customer experience and lifecycle by building a world-class customer success management practice and organizationPartner with the Sales, Product, Engineering, Support, and Operations teams to deliver the best possible customer experienceDrive customer outcomes, product adoption, and customer experience Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scoresIncrease product adoption and drive new business growth through greater advocacy and referenceability Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvementDevelop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)Proven ability to develop strategies, translate them into initiatives and track successful deliveryBuild and lead world-class Customer Success Management team: Recruit and develop a high performing teamFoster collaboration within the GitLab team and across customer stakeholders (i.e., technical, management and executives)Lead enablement and operational practices to track and improve the performance of the teams and individuals Work closely with the Sales management and regional directors to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)Drive account growth goals: Expand GitLab product and license adoption, setting up expansion opportunitiesInfluence future lifetime value through higher product adoption, customer satisfaction/advocacy, and referenceability Be an inspirational role model by challenging and maximizing the team strengths and aligning their efforts to the mission, vision, and organizational strategyAddress escalated customer issues with speed and urgency, orchestrating resources across the company as appropriateBuild a world-class post-sales organization by implementing technology and processesThis role is focused on customer success management and is not a technical support-related role Director of Customer Success Extends the Manager, CSM requirementsDemonstrated progressive experience leading customer success managers, account management or sales teams with through scale out phasesDemonstrated progressive experience leading managers of customer success teams in a SaaS or subscription enterprise software companyDemonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies How GitLab will support you Benefits to support your health, finances, and well-beingAll remote, asynchronous work environmentUnlimited PTO (paid time off)Team Member Resource GroupsEquity