Customer Experience Enablement Lead

GitLab

9d•$168,000 - $285,600•Remote

About The Position

GitLab’s Enablement & AI organization helps revenue teams build the knowledge, skills, tools, and confidence needed to sell GitLab effectively and deliver better customer outcomes. It partners across Sales, Customer Success, Solutions Architecture, Partnerships, Product, Marketing, and Operations to turn business priorities—including product launches, new go-to-market motions, and AI adoption—into scalable programs, practical content, training, onboarding, and accreditations. The team focuses on improving field productivity, strengthening customer-facing capabilities, and measuring enablement’s contribution to business growth. The Customer Experience Enablement Lead supports GitLab’s Customer Experience team and reports to the Vice President, Enablement & AI. The role leads the development and execution of enablement programs for customer success and professional services teams, including content, resources, tools, and training. It partners with field leadership and global CX resources to identify needs and tailor programs to specific teams and markets. The position develops curriculum and supporting materials, coordinates enablement with product releases and other events, uses sales and learning tools to deliver training, and measures program effectiveness. The role requires experience supporting Public Sector, Federal, or SLED go-to-market teams in a government or regulated-industry context, and may involve travel for events such as offsites or training.

Requirements

Progressive experience in a SaaS or software sales enablement role, preferably with DevOps and/or Open Source expertise; experience supporting Public Sector, Federal, or SLED go-to-market teams in a government or regulated-industry context is required.
Demonstrated progressive experience in software sales, customer success, or enablement.
Ability to consistently meet deadlines and execute projects with positive stakeholder impact.
Experience building relationships with field leaders and their teams.
Working knowledge of sales training technology and methodologies, with demonstrable experience in enablement concepts, practices, and procedures.
Actively incorporate AI tools into daily work to accelerate content development, program design, and ideation, and model this behavior for supported teams.
Relevant experience preparing, developing, and executing sales effectiveness strategies, tactics, and action plans.
Ability to quickly understand technical concepts and explain them to audiences with varying levels of technical expertise, including sales teams, customers, channel partners, and internal support partners.
Strong ability to interact with and influence field professionals and management.
Exceptional written and verbal communication and presentation skills.
Strong interpersonal skills, with project and change management abilities and experience collaborating across functions.
Ability to thrive in a fast-paced, unpredictable environment.
Ability to use GitLab.
Ability to travel if needed for events such as team offsites or training.

Nice To Haves

Expertise in DevOps and/or Open Source.

Responsibilities

Program-manage and lead the development and execution of enablement programs that equip internal customer success and professional services teams with content, resources, tools, and training to differentiate and sell GitLab’s solution.
Partner with field leadership and global CX resources to identify needs, collaborate on plans, and tailor and deliver content for specific teams and markets.
Scope and develop enablement content and programs for the CX organization, including product knowledge, skill development, onboarding, and leadership development.
Collaborate with the enablement content and enablement office and subject-matter experts to develop core sales training and enablement curricula customized for CX teams.
Align enablement activities with internal and external events, including product releases, campaigns, and industry trade shows.
Use Salesforce, Cornerstone, Gong, and other tools to deliver training and teach regional field teams how to use relevant tools.
Develop CX training job aids, supporting materials, and assessments to improve field effectiveness.
Measure and report on the effectiveness of enablement investments and programs.
Identify opportunities to improve the learning experience and use innovative delivery techniques.
Travel as needed for events such as team offsites or training.