Director, Customer Success, EMEA

• Partner with Professional Services to create continuity from implementation through adoption, including high-quality handoffs and clear ownership after delivery.

• Ensure CSE capacity is focused on the moments that most improve adoption, time-to-value, customer health, and expansion readiness.

Drive adoption, outcomes, and GitLab platform value

• Make product adoption and verified customer outcomes the centre of the operating model.

• Build the capabilities required to help customers adopt GitLab’s strategic use cases, including GitLab Duo and the Duo Agent Platform where relevant to customer objectives.

• Use product-usage data, customer feedback, success-plan progress, and health signals to identify risk and prioritize intervention.

• Establish repeatable plays to accelerate onboarding, remove adoption blockers, increase breadth and depth of use, and support customers in achieving measurable value.

• Partner with Sales and Renewal Management to turn adoption progress and outcome evidence into a credible expansion and renewal narrative.

Own operational excellence and business performance

• Establish a disciplined cadence for forecasting, customer health, risk management, pipeline inspection, capacity planning, and performance reviews.

• Define a balanced scorecard for CSMA and CSE that includes customer outcomes, adoption, retention health, expansion influence, coverage, productivity, quality, and team development.

• Improve data quality and operational consistency across Gainsight, Salesforce, reporting dashboards, and other systems of record.

• Ensure customer escalations are handled with clear ownership, appropriate executive engagement, and timely cross-functional coordination.

• Identify systemic friction in the customer journey and lead continuous-improvement initiatives that scale across EMEA and globally.

Build and develop an exceptional team

• Recruit, develop, coach, and retain high-performing CSMA and CSE leaders and practitioners across EMEA.

• Set clear expectations for customer leadership, technical depth, commercial acumen, operational discipline, and collaboration.

• Create career paths, enablement plans, mentoring programs, and succession plans for both disciplines.

• Foster an inclusive, accountable, and high-trust culture consistent with GitLab’s values and all-remote ways of working.

• Use talent, capacity, and organizational design decisions to ensu…