Principal, CX Strategy

Location: Remote, Canada; Remote, US

An overview of this role

As a Principal, Customer Experience Strategy, 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.

What you'll do

• 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 designand 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

What you'll bring

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

About the team

The Customer Experience Strategy team at GitLab is a small but high-impact partner to our broader Customer Experience (CX) organization. Together we steer the end-to-end customer journey from initial awareness purchase through adoption expansion advocacy. We work across Customer Success Architects Customer Success Managers Customer Success Engineers to align strategy data operations. We also collaborate asynchronously with CX leadership go-to-market partners multiple regions. We focus on building evolving CX frameworks like customer journey maps voice of customer programs segmentation coverage models CX analytics. This work helps reduce friction across touchpoints improve customer satisfaction retention scale truly customer-first culture operating model.

Salary Information

The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level salary ranges determined through interviews review of education experience knowledge skills abilities applicant equity other team members alignment market data geographic location. Base salary range does not include bonuses equity benefits. Sales roles eligible for incentive pay targeted up to 100% offered base salary. United States Salary Range: $121000 - $259000 USD

Remote Work Allowance

All roles are remote; specific location-based eligibility requirements may apply.

Employment Type / Work Schedule

Not explicitly stated; implied full-time given responsibilities such as annual planning leadership collaboration.

Experience Level Indicators

• Principal level role indicating senior/experienced professional.
• Expectation of experience in B2B SaaS environments.
• Leadership in annual planning activities.
• Ability to influence without direct authority.
• Candidates with transferable experience from consulting or business strategy encouraged.
• Note: "We welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement."

Skills Mentioned

Technical Skills & Tools:

• Business Intelligence tools (Tableau Sisense Looker)
• SQL
• Advanced Spreadsheets (Excel or similar)
• Salesforce reporting & analytics (dashboard building & interpretation)

Methodologies:

• Data analysis of customer lifecycle performance segmentation coverage models
• Strategic planning & execution (annual/quarterly planning)
• Business case development & investment modeling
• Structured problem solving
• Cross-functional project management

Soft Skills:

• Clear written & verbal communication tailored for different audiences
• Ability to influence without direct authority
• Creative problem solving
• Presentation skills for senior leadership