Sr. Director, Customer Success - Public Sector

GitLab Public Sector is seeking an experienced and strategic leader to oversee our Customer Success organization, which spans Solutions Architects, Customer Success Managers, Renewals Managers, Support Engineers, and Professional Services. Our Public Sector team includes Federal Defense, Intelligence, Civilian, Federal Systems Integrators and State, Local Government and Education.

• Set the overall vision and strategic plan for the Customer Success organization, to drive
  • Positive customer outcomes/experiences,
  • Growth as measured by gross renewals and net retention;
  • Expanded GitLab product and license adoption, setting up expansion opportunities
• Function as a second line leader to the following functions: Customer Success Management, Renewals Management, Solutions Architecture, US-based customer support, Professional Services, and cleared personnel.
• Sustain a world-class Customer Success Management team:
  • Recruit and develop a high performing team
  • Foster 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
• Manage and nurture executive relationships with customers, including management of executive-level escalations
• Represent the Public Sector customer success teams with the broader Global customer Success operation.  Drive proposals sourced from PubSec best practices to the Global team.  Identify Global team best practices to incorporate into the PubSec. 
• Represent the PubSec identified product change requests with the Global GitLab product management team.  Maintain a list of prioritized features and lobby product management to address PubSec requests.
• 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)
• Understand industry best practices for engagement approaches (e.g., onboarding, success plan management, expansion plays, etc.).  Evolve GitLab  motions to incorporate these best practices while retaining  GitLab’s unique value proposition and values.
• Own responsibility for PubSec security oriented programs.  (eg FedRAMP authorization, Field Security Officer)

• Demonstrated progressive experience leading customer success managers, account management and/or sales teams with team sizes of 30+ people
• Demonstrated progressive experience leading managers of customer success teams in a SaaS or subscription enterprise software company
• Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies
• TS/SCI Security Clearance
• Knowledge of and demonstrated progressive experience with Public Sector customers
• Must be US-based, preferably in the Washington, DC area

• Benefits to support your health, finances, and well-being
• All remote, asynchronous work environment
• Flexible PTO (paid time off)
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and development budget 
• 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.