GitLab · 16 hours ago
CX Strategy Manager
United States
Full-time
Remote
Mid, Senior Level
$101K/yr - $216K/yrGitLab is an open-core software company that develops an AI-powered DevSecOps Platform. As a Customer Experience Strategy Manager, you will partner with the CX organization to drive customer health and retention, using data and strategic planning to enhance the effectiveness of customer success teams.
Cloud SecurityDeveloper ToolsDevOpsOpen SourceSaaS
Responsibilities
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
Qualification
Required
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
Preferred
Candidates with transferable experience in related fields such as consulting or business strategy are encouraged to apply
Benefits
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
Company
GitLab
GitLab is a web-based Git repository manager that offers a variety of features for software development teams.
Founded in 2014
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$413.5MKey Investors
ICONIQ GrowthGoogle VenturesAugust Capital
2021-10-14IPO
2019-09-17Series E· $268M
2018-09-19Series D· $100M
Leadership Team
Bill Staples
Chief Executive Officer
Sytse Sijbrandij
Co-founder and Executive Chair
Recent News
2026-01-24
2026-01-23
Company data provided by crunchbase