• Set the vision and priorities for the CX Strategy function, aligning strategic programs, analytics, and planning around customer lifecycle outcomes and GitLab business priorities.
• Own annual planning and in-year strategic cadences for CX, including business planning, coverage and segmentation decisions, headcount and investment proposals, executive reviews, and priority-setting across Customer Success, Renewals, and Professional Services.
• Develop and evolve business models, KPI frameworks, and executive decision support for CX leadership so the organization can make better tradeoffs around customer health, retention, expansion, and growth efficiency.
• Lead high-priority cross-functional initiatives from ideation through implementation, bringing structure to ambiguous problems and driving alignment across CX, Sales, Finance, Product, Revenue Operations, and Data teams.
• Shape customer lifecycle strategy, including journey design, handoffs, engagement models, and program recommendations that improve customer outcomes and field effectiveness.
• Partner with Product and customer-facing leaders to bring voice-of-customer insights, adoption signals, and customer feedback into roadmap discussions, program design, and strategic decision-making.
• Define the strategic requirements and business cases that inform systems, tooling, reporting, and process changes, in partnership with CX Operations and Revenue Technology leaders.
