Success Service Offerings

Director, Success Service Offerings

The Director, Success Service Offerings is a strategic leader, blending technical acumen with a customer-centric approach. They are accountable for shaping, developing, and delivering our innovative paid success plan offerings and service designs, focusing on exceeding the evolving needs of our customers. The director role involves coordinating with various internal and external stakeholders to set a long-term vision and strategy for our Service offerings, ensuring they align with company goals and drive customer value and business growth.


  • Strategic Leadership: Develop and articulate a clear vision for paid success plan offerings, ensuring alignment with company goals and customer needs.
  • Product and Service Development: Lead the design and iterative development of new and existing service offerings, ensuring they are customer-centric, scalable, and technologically advanced.
  • Cross-functional Collaboration: Work closely with teams across sales, marketing, product development, customer success, and support to ensure effective service delivery and alignment.
  • Market Research: Conduct thorough analysis to understand customer needs, industry trends, competitor offerings, and technology advancements.
  • Customer Experience: Develop detailed customer journey maps and manage customer feedback loops to enhance service offerings and customer touchpoints.
  • Performance Management: Define and monitor KPIs for service offerings, evaluating success and identifying improvement areas.
  • Team Leadership: Guide and support a diverse team, fostering a culture of innovation and continuous improvement.
  • Communication: Regularly report on service offerings’ progress and outcomes to senior leadership and stakeholders.
  • Commercial Management: Oversee the services product portfolio, manage commercial collateral, and ensure alignment with commercial targets.


  • Bachelor’s degree in Business, Design, Technology, or a related field.
  • Deep experience in product/services design in a software or technology environment.
  • Understanding of DevOps, software development lifecycle
  • Proven track record in leading cross-functional teams and large-scale projects.
  • Exceptional communication, presentation, interpersonal, and training skills.
  • Experience with agile methodologies, design thinking, and customer success metrics.
  • High organizational skills and ability to manage multiple projects and deadlines.

Director, Success Service Offerings Job Grade

The Director, Success Service Offerings is a job grade level 10.

Performance Indicators

Career Ladder

The next steps for the Success Services Offerings Job Family would be to move to a senior leadership job family.

Hiring Process

Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process.

  1. Phone screen with a GitLab Recruiting Team Member
  2. Video Interview with the Hiring Manager
  3. Team Interviews with 1-4 Team Members

Additional details about our process can be found on our hiring page.


About GitLab

GitLab Inc. is a company based on the GitLab open-source project. GitLab is a community project to which over 2,200 people worldwide have contributed. We are an active participant in this community, trying to serve its needs and lead by example. We have one vision: everyone can contribute to all digital content, and our mission is to change all creative work from read-only to read-write so that everyone can contribute.

We value results, transparency, sharing, freedom, efficiency, self-learning, frugality, collaboration, directness, kindness, diversity, inclusion and belonging, boring solutions, and quirkiness. If these values match your personality, work ethic, and personal goals, we encourage you to visit our primer to learn more. Open source is our culture, our way of life, our story, and what makes us truly unique.

Top 10 Reasons to Work for GitLab:

  1. Mission: Everyone can contribute
  2. Results: Fast growth, ambitious vision
  3. Flexible Work Hours: Plan your day so you are there for other people & have time for personal interests
  4. Transparency: Over 2,000 webpages in GitLab handbook, GitLab Unfiltered YouTube channel
  5. Iteration: Empower people to be effective & have an impact, Merge Request rate, We dogfood our own product, Directly responsible individuals
  6. Diversity, Inclusion & Belonging: A focus on gender parity, Team Member Resource Groups, other initiatives
  7. Collaboration: Kindness, saying thanks, intentionally organize informal communication, no ego
  8. Total Rewards: Competitive market rates for compensation, Equity compensation, global benefits (inclusive of office equipment)
  9. Work/Life Harmony: Flexible workday, Family and Friends days
  10. Remote Done Right: One of the world's largest all-remote companies, prolific inventor of remote best practices

See our culture page for more!

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