Director, Customer Success, EMEA

GitLab is looking for a Director of Customer Success to lead its EMEA Customer Success Management & Architecture (CSMA) and Customer Success Engineering (CSE) organisations in a fully remote role across Ireland, France, Germany, the Netherlands, Spain and the United Kingdom. The role owns the regional customer-success operating model across relationship management, adoption architecture, technical enablement, customer health and outcome realisation, bringing CSMA and CSE together as one integrated organisation. You will define the regional engagement model, coverage strategy, segmentation and capacity model, and establish a single view of the customer journey from onboarding through adoption, expansion and renewal. The role also owns operational excellence, including forecasting, customer health, risk management, capacity planning and a balanced scorecard, and improves data quality across Gainsight, Salesforce and reporting dashboards. You will lead through managers and senior leaders, recruit and develop leaders across EMEA, and partner closely with Sales, Renewal Management, Professional Services, Support, Product, Engineering and Marketing.