CX Strategy Manager

GitLab

2d•Remote

About The Position

As a Customer Experience Strategy Manager, you'll be a strategic partner to GitLab's Customer Experience (CX) organization, helping shape how we drive customer health, retention, expansion, and the effectiveness of our Customer Success Architect, Customer Success Manager, and Customer Success Engineer teams. You'll report to the Director of CX Strategy and use data, business planning, and structured problem solving to turn complex customer and performance data into clear, actionable strategies. In your first year, you'll lead annual and quarterly planning for CX. You'll build and evolve coverage and segmentation models, and you'll create executive-ready reporting and insights that guide how we invest, scale, and align our go-to-market motion around the customer journey. You'll work cross-functionally with CX leadership, Revenue Operations, Sales Operations, Finance, and Product to improve systems, processes, and metrics. This work reduces friction across touchpoints and supports a customer-first, insight-driven organization.

Requirements

Experience in Customer Success operations, strategy, revenue operations, or strategy and analytics within B2B SaaS environments
Background developing and executing strategic initiatives that improve customer outcomes, organizational effectiveness, or operational efficiency
Experience leading annual planning activities such as headcount forecasting, investment modeling, and business case development
Proficiency in business intelligence tools (for example, Tableau, Sisense, Looker), SQL, and advanced spreadsheets for building models, reports, and presentations
Strong working knowledge of Salesforce reporting and analytics, including building and interpreting dashboards and performance metrics
Ability to analyze customer segmentation, coverage models, and lifecycle performance to recommend resource allocation and deployment strategies
Skill in presenting complex analysis and strategic recommendations to senior leaders, with clear written and verbal communication tailored to different audiences
Ability to influence without direct authority, manage cross-functional projects from concept to completion, and apply creative problem solving. Candidates with transferable experience in related fields such as consulting or business strategy are encouraged to apply

Responsibilities

Develop and execute Customer Experience strategies by partnering with CX leadership to shape business plans and coverage models that improve customer outcomes and resource allocation
Lead annual planning for the Customer Experience organization, including headcount forecasting, investment proposals, and business case development to support growth and effectiveness
Identify and drive opportunities to improve Customer Success efficiency, scaling operations, aligning resources, and enabling productivity across Customer Success Architect, Customer Success Manager, and Customer Success Engineer teams
Analyze customer lifecycle performance, segmentation, and coverage models using BI tools, SQL, and spreadsheets to generate actionable recommendations and insights
Build, maintain, and improve executive reporting on key Customer Success metrics, delivering clear narratives and data visualizations that inform leadership decisions
Drive quarterly business reviews and planning cycles with Customer Success leaders, providing analytical support, strategic guidance, and follow-through on action items
Collaborate with Revenue Operations, Sales Operations, Finance, and Product teams to design and implement systems enhancements, process improvements, and scalable operating models
Create, refine, and present high-quality models, dashboards, and presentations that translate complex data into clear strategies for stakeholders at all levels