• Execute and evolve Mixbook’s CRM programs across onboarding, lifecycle, transactional, reactivation, and loyalty programs. • Implement and optimize segmentation, targeting, and personalization frameworks to maximize engagement, retention, and LTV. • Support the expansion of CRM beyond email into SMS, push notifications, and direct mail. • Ensure CRM programs directly contribute to retention growth and LTV improvement. • Partner with Growth and Email Marketing manager to align lifecycle programs with promotional strategies and seasonal campaigns. • Coordinate and execute promotional batch campaigns, including audience segmentation, QA, and deployment, while ensuring coordination with lifecycle and trigger-based communications. • Plan and execute automated and ad-hoc CRM campaigns that are on-brand, timely, and effective. • Lead efforts to streamline customer communications across touchpoints, minimizing overlap and message fatigue. • Collaborate closely with the Email Marketing manager to ensure lifecycle and promotional campaigns are coordinated and aligned on audience strategy. • Serve as the subject-matter expert and owner of Mixbook’s ESP and CRM platforms (Iterable, SendGrid, or equivalent). • Contribute to the ESP roadmap with Product, Engineering, and Data to enhance integrations, workflows, and automation capabilities. • Build and maintain automated journeys, trigger-based campaigns, and segmentation frameworks. • Implement A/B and multivariate testing across content, subject lines, design, timing, and frequency. • Establish a structured testing roadmap to drive continuous learning and performance improvement. • Manage CRM data hygiene and integrations across the marketing tech stack. • Ensure compliance with CAN-SPAM and GDPR while maintaining strong deliverability and sender reputation. • Build dashboards and reporting to track CRM performance across engagement, conversion, retention, and revenue contribution. • Translate performance data into clear insights and actionable recommendations. • Proactively identify optimization opportunities across lifecycle touchpoints. • Partner with Data Science to refine attribution and quantify CRM’s impact on growth metrics. • Act as the key CRM stakeholder for cross-functional initiatives, ensuring lifecycle programs support product launches, promotions, and seasonal moments. • Partner with Customer Happiness to ensure alignment between service touchpoints and CRM communications. • Collaborate with Product and Data teams to support experimentation, personalization, and measurement initiatives. • Manage day-to-day relationships with ESP, CRM, deliverability, and automation vendors. • Evaluate new tools and technologies to enhance scalability, automation, and reporting efficiency. • Recommend and support the implementation of platform enhancements that improve CRM performance and operational efficiency.

• Own lifecycle revenue, retention, repeat rate, and LTV performance across CRM channels • Define and maintain the lifecycle roadmap across acquisition, onboarding, engagement, retention, reactivation, and loyalty aligned with Mixbook’s brand vision • Act as the single accountable owner for CRM strategy, prioritization, and results • Set strategy and guardrails across email, SMS, push notifications, direct mail, loyalty, and referral programs to meet or exceed revenue goals • Ensure strong orchestration across channels, balancing short-term performance with long-term customer value • Establish promotion and messaging governance to drive sustainable lifecycle performance • Establish and execute frameworks for CRM testing and optimization to drive incrementality • Partner with Data and Analytics to define lifecycle health metrics and success criteria • Translate performance data and insights into clear priorities, roadmap adjustments, and investment decisions • Own CRM platform strategy, integrations, and vendor relationships (e.g., Iterable, Attentive, direct mail partners) • Partner with Product and Engineering on identity, data flows, and personalization capabilities • Ensure CRM tooling, data, and processes scale with the business • Lead, mentor, and develop CRM Manager(s) while setting clear operating standards and expectations • Act as a player-coach when needed, stepping in on reporting, analysis, or select execution during high-impact moments • Provide hands-on leadership for new initiatives to drive speed, clarity, and quality • Partner closely with Creative, Product, Data, Growth, and Customer Experience teams • Serve as the lifecycle voice in cross-functional planning and prioritization • Ensure CRM strategy is tightly aligned with broader company and growth initiatives

• The Senior Customer Success Specialist plays a high-impact role in managing strategy and product utilization across the CDSP product portfolio. • They serve as an advisor for our mid-size (major) accounts and are responsible for optimizing customer outcomes. • Ensure customer relationships are established and strengthened. • Drive product adoption and ensure utilization goals are achieved. • Work directly with Sales Major Account Managers to ensure customer needs are identified and satisfied. • Partner with Sales to build and maintain the health and well-being of assigned Major Accounts.

• Build and maintain a trusted advisor relationship with each assigned customer, focusing on adoption, measurable outcomes, and long-term satisfaction with GitLab. • Assist customers with expert deployment guidance, operational best practices, and establishing a GitLab Center of Excellence within their organization. • Lead and participate in workshops to help customers understand and use the full value of the GitLab solution across their software development lifecycle. • Measure and monitor customers’ progress against critical and key performance indicators, and share insights with GitLab account stakeholders and customer sponsors and executives. • Translate customer product usage data into clear, actionable recommendations that drive adoption and expansion of GitLab within customer environments. • Establish and manage regular touchpoints with customers in line with service level agreements to review strategic and technical objectives and adjust plans as needed. • Collaborate closely with Product Management, Engineering, Sales, and Professional Services to streamline issue resolution, share customer feedback, and align on customer success plans.