Customer Success Strategy Job Family

The Customer Success Strategy job family partners with our global customer engagement teams to drive and influence business improvements and bolster customer-centric decision-making across the business. You will play a pivotal role in driving customer satisfaction and loyalty by analyzing insights and feedback, identifying areas for improvement, and partnering with cross-functional teams to develop and implement strategies that enhance the overall customer experience.

Customer Success Strategy Analyst

Job Grade

The Customer Success Strategy Analyst is a grade 6 (/handbook/total-rewards/compensation/compensation-calculator/#gitlab-job-grades).

Responsibilities

Conduct thorough analyses for specific projects to support strategic decision-making.
Work closely with strategists to develop and deliver data models and views that inform Customer Success strategies.
Manage relationships with stakeholders at various levels within the business, acting on strategic direction and providing critical feedback.
Influence the achievement of team goals by contributing feedback and developing templates for repeatable work, fostering a culture of continuous improvement.
Gain exposure to business models, including P&L responsibilities and common delivery models for go-to-market (GTM) teams.
Understand and apply industry-standard metrics for GTM teams, ensuring alignment with best practices.
Utilize common operating and delivery activity measures to drive performance improvements.
Engage with data lake and data mapping initiatives, ensuring data integrity and accessibility.
Leverage Gainsight for customer success management, focusing on quality controls and proactive customer engagement.
Continuously grow knowledge of business concepts and functional subject matters to identify and implement effective solutions.

Requirements

Experience in an analytical role, preferably within Customer Success, Sales Strategy, or a similar function.
Education: Bachelor’s degree in Business, Economics, Statistics, Computer Science, or a related field.
Proficiency in data analysis tools such as Excel, SQL, and business intelligence tools (e.g., Tableau, Looker). Experience with CRM systems (e.g., Salesforce) and customer success platforms (e.g., Gainsight) is a plus.
Strong analytical and problem-solving skills with the ability to interpret complex data and translate it into actionable insights.
Excellent written and verbal communication skills, with the ability to present complex information clearly and concisely to stakeholders at all levels.
Proven ability to manage multiple projects simultaneously and deliver high-quality results in a fast-paced environment.
Understanding of customer success principles and a customer-centric approach to strategy development.

Senior Customer Success Strategy Analyst

Job Grade

The Senior Customer Success Strategy Analyst is a grade 7 (/handbook/total-rewards/compensation/compensation-calculator/#gitlab-job-grades).

Responsibilities

Deliver data views that are mapped to current and future business needs, ensuring alignment with strategic objectives.
Own the delivery of well-defined strategic projects, from scope definition to execution and iterative improvements.
Provide input on strategic decisions within your area of focus and support delivery teams in implementing these strategies.
Collaborate with senior stakeholders across the business to define clear data needs and refine project scopes.
Influence the development and testing of best practices within the team.
Adopt a flexible approach to driving insights and analyzing business questions and challenges, utilizing multi-faceted delivery capabilities related to data systems and visualization.
Leverage strong business acumen related to go-to-market (GTM) teams and strategies to inform data-driven decision-making.
Understand and work on complex problems requiring deep understanding of multiple data sources to make informed recommendations.

Requirements

Progressive experience in an analytical role, preferably within Customer Success, Sales Strategy, or a similar function.
Proficiency in data analysis tools such as Excel, SQL, and business intelligence tools (e.g., Tableau, Looker). Experience with CRM systems (e.g., Salesforce) and customer success platforms (e.g., Gainsight) is a plus.
Strong analytical and problem-solving skills with the ability to interpret complex data and translate it into actionable insights.
Excellent written and verbal communication skills, with the ability to present complex information clearly and concisely to stakeholders at all levels.
Proven ability to manage multiple projects simultaneously and deliver high-quality results in a fast-paced environment.
Deep understanding of customer success principles and a customer-centric approach to strategy development.

Customer Success Strategy Manager

Job Grade

The Customer Success Strategy Manager is a grade 8 (/handbook/total-rewards/compensation/compensation-calculator/#gitlab-job-grades).

Responsibilities

Develop and design business models that align with the company’s strategic objectives and customer success goals.
Conduct thorough analyses of proposed changes and their potential impacts on the business and customer success operations.
Lead the design and execution of experiments to test new strategies, processes, and metrics, ensuring robust and actionable results.
Develop and implement key performance indicators (KPIs) and metrics that accurately measure the effectiveness of customer success initiatives.
Provide data-driven insights based on a deep understanding of the business area, contributing to the overall strategic direction across teams.
Exercise independent judgment in developing methods, techniques, and evaluation criteria for obtaining results.
Lead by example, sharing solutions and problem-solving approaches with team members and other stakeholders.
Develop and manage team strategies and outcome/metric programs, ensuring alignment with overall business goals.
Collaborate with the team and other stakeholders within the department to maintain a high bar for quality in a fast-paced, iterative environment.

Requirements

Demonstrated progressive experience in a strategic role, preferably within Customer Success, Sales Strategy, or a similar function.
Proficiency in data analysis tools such as Excel, SQL, and business intelligence tools (e.g., Tableau, Looker). Experience with CRM systems (e.g., Salesforce) and customer success platforms (e.g., Gainsight) is a plus.
Strong analytical and problem-solving skills with the ability to interpret complex data and translate it into actionable insights.
Excellent written and verbal communication skills, with the ability to present complex information clearly and concisely to stakeholders at all levels.
Proven ability to manage multiple projects simultaneously and deliver high-quality results in a fast-paced environment.
Demonstrated ability to lead teams and collaborate effectively with cross-functional stakeholders.
Deep understanding of customer success principles and a customer-centric approach to strategy development.

Manager, Customer Success Strategy

Job Grade

The Manager, Customer Success Strategy is a grade 8 (/handbook/total-rewards/compensation/compensation-calculator/#gitlab-job-grades).

Responsibilities

Guide and manage the day to day responsibilities of all members of team.
Set direction and vision for the team while being accountable for overall team resulsts.
Develop and design business models that align with the company’s strategic objectives and customer success goals.
Conduct thorough analyses of proposed changes and their potential impacts on the business and customer success operations.
Lead the design and execution of experiments to test new strategies, processes, and metrics, ensuring robust and actionable results.
Develop and implement key performance indicators (KPIs) and metrics that accurately measure the effectiveness of customer success initiatives.
Provide data-driven insights based on a deep understanding of the business area, contributing to the overall strategic direction across teams.
Exercise independent judgment in developing methods, techniques, and evaluation criteria for obtaining results.
Lead by example, sharing solutions and problem-solving approaches with team members and other stakeholders.
Develop and manage team strategies and outcome/metric programs, ensuring alignment with overall business goals.
Collaborate with the team and other stakeholders within the department to maintain a high bar for quality in a fast-paced, iterative environment.

Requirements

Demonstrated progressive experience in a strategic role, preferably within Customer Success, Sales Strategy, or a similar function.
Proficiency in data analysis tools such as Excel, SQL, and business intelligence tools (e.g., Tableau, Looker). Experience with CRM systems (e.g., Salesforce) and customer success platforms (e.g., Gainsight) is a plus.
Strong analytical and problem-solving skills with the ability to interpret complex data and translate it into actionable insights.
Excellent written and verbal communication skills, with the ability to present complex information clearly and concisely to stakeholders at all levels.
Proven ability to manage multiple projects simultaneously and deliver high-quality results in a fast-paced environment.
Demonstrated ability to lead teams and collaborate effectively with cross-functional stakeholders.
Deep understanding of customer success principles and a customer-centric approach to strategy development.

Senior Manager, Customer Success Strategy

Job Grade

The Senior Manager, Customer Success Strategy is a grade 9 (/handbook/total-rewards/compensation/compensation-calculator/#gitlab-job-grades).

Responsibilities

Develop and articulate the strategic vision for field-wide initiatives, ensuring alignment with GitLab’s overarching goals.
Drive strategic alignment across the field leadership teams for major efforts, fostering cohesive decision-making.
Serve as a thought partner for the business, addressing complex issues and change management with innovative solutions.
Play a central role in technical, business, and organizational contributions that significantly impact GTM outcomes at GitLab.
Address significant and unique issues requiring complex analysis, conceptual thinking, and understanding of interconnected challenges, dependencies, risks, and business implications.
Be a strategic leader within the organization, collaborating across several teams to help members make informed decisions aligned with strategic plans.

Requirements

Progressive experience in a strategic role, preferably within Customer Success, Sales Strategy, or a similar function.
Bachelor’s degree in Business, Economics, Statistics, Computer Science, or a related field. An MBA or other advanced degree is a plus.
Proficiency in data analysis tools such as Excel, SQL, and business intelligence tools (e.g., Tableau, Looker). Experience with CRM systems (e.g., Salesforce) and customer success platforms (e.g., Gainsight) is a plus.
Excellent written and verbal communication skills, with the ability to present complex information clearly and concisely to stakeholders at all levels.
Strong analytical and problem-solving skills with the ability to interpret complex data and translate it into actionable insights.
Demonstrated ability to hire, retain, coach and lead high performing teams
Excellent collaboration skills with proven ability to effectively communicate and partner with cross-functional stakeholders.
Proven ability to manage multiple projects simultaneously and deliver high-quality results in a fast-paced environment.
Deep understanding of customer success principles and a customer-centric approach to strategy development.

About GitLab

GitLab is an open core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating the rate of human progress. This mission is integral to our culture, influencing how we hire, build products, and lead our industry. We make this possible at GitLab by running our operations on our product and staying aligned with our values. Learn more about Life at GitLab. Thanks to products like Duo Enterprise, and Duo Workflow, customers get the benefit of AI at every stage of the SDLC. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier. All team members are encouraged and expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact across our global organisation.

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Last modified November 1, 2024: Remove trailing spaces (6f6d0996)

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