Director, Customer Success, EMEA

You will lead the regional CSMA and CSE functions in EMEA to translate GitLab's customer-outcomes strategy into a scalable plan. You’ll integrate relationship and technical enablement to drive adoption, measurable outcomes, and renewal. You’ll build a high-performing, all-remote organization and partner across Sales, Professional Services, Product, and Engineering. Your work centers on turning adoption into value and shaping a consistent customer experience at scale. This role offers impact across strategy, execution, and cross-functional collaboration in a fast-growing, AI-enabled environment.

• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave

• Set and execute the regional CSMA + CSE strategy for EMEA with defined engagement, coverage, segmentation, and capacity models
• Create a unified customer journey from onboarding to renewal, tying adoption to business outcomes
• Align CSMA and CSE as one organization with clear roles, handoffs, and escalation paths
• Develop scalable adoption programs (webinars, labs, office hours, executive engagements)
• Ensure high-quality handoffs with Professional Services and maintain current success plans
• Drive adoption, outcomes, and platform value using usage data and health signals
• Establish disciplined operating rhythms: forecasting, health metrics, risk management, capacity planning, and reviews
• Recruit, develop, and retain leaders across EMEA while fostering inclusive, remote-first culture
• Collaborate with Sales, Renewal Management, Product, Engineering, Support, and Operations to deliver customer outcomes
• Orchestrate executive engagements for strategic accounts and visible risk management

• Significant leadership experience in Customer Success or related post-sales function in enterprise SaaS
• Experience leading both relationship and technical customer-facing teams through managers
• Track record of improving adoption, retention, and expansion in complex accounts
• Experience designing/scaling multiple CS motions (dedicated, pooled, digital, programmatic)
• Strong understanding of lifecycle management, success planning, health and risk, and renewals
• Ability to engage senior stakeholders including executives and engineering leaders
• Operational discipline: forecasting, capacity planning, KPI design, data quality
• Influence across Sales, Renewal Management, Professional Services, Product, Engineering, Support, and Ops
• Experience hiring/retaining distributed teams across multiple countries
• Excellent written, verbal, and executive communication
• Experience with DevSecOps, developer platforms, or enterprise tech transformation
• Experience leading AI adoption, developer productivity, security, or platform capabilities
• Familiarity with Gainsight and Salesforce

• strategic thinking
• strong communication
• collaboration
• Gainsight
• Salesforce
• adoption architecture