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Director, Digital Transformation
hace 2 meses
About the Role
The Director of Digital Success at GitLab will be responsible for leading our digital customer success initiatives, primarily focused on our long-tail customer base. This role is crucial in scaling our customer success efforts, driving product adoption, and increasing customer retention and expansion through digital-first strategies.
Key Responsibilities
- Develop and execute a comprehensive Digital Customer Success strategy aligned with GitLab's overall customer success objectives and our long-tail customer segment needs.
- Lead the design, implementation, and optimization of digital-first programs to drive product adoption, customer retention, and expansion.
- Collaborate with cross-functional teams (Marketing, Product, Support, CS Strategy, and Sales) to create cohesive, personalized digital experiences throughout the customer lifecycle.
- Oversee the development and execution of digital onboarding programs, feature adoption campaigns, and customer education initiatives.
- Implement and manage a robust customer health scoring system to identify at-risk accounts and expansion opportunities.
- Drive the adoption and utilization of our customer success platform and other digital tools to enhance efficiency and scalability.
- Develop and track key performance indicators (KPIs) for Digital CS initiatives, focusing on customer retention, Net Dollar Retention (NDR), and expansion revenue, aligned with sales GTM segments.
- Own the customer outcomes, aligned with the established KPIs, for this segment.
- Lead and mentor a team of Digital Customer Success Managers, fostering a culture of innovation and continuous improvement.
- Identify and implement tools and technology that will up-level our ability to drive adoption at scale.
About GitLab
GitLab is a complete DevOps platform, delivered as a single application, fundamentally changing the way Development, Security, and Ops teams collaborate and build software. We are committed to helping our customers achieve excellent business outcomes through our innovative solutions and our customer-centric approach.