Is the CX Strategy Manager position at GitLab fully remote?

Yes, this CX Strategy Manager position at GitLab is a remote position. The role is available for candidates in Canada.

Is this a full-time or part-time CX Strategy Manager role?

This is a full-time CX Strategy Manager position at GitLab.

What are the main requirements for the CX Strategy Manager role?

Key requirements include: Develop and execute Customer Experience strategies, Partner with CX leadership to shape business plans and coverage models, Improve customer outcomes and resource allocation, and more.

What benefits does GitLab offer for this position?

GitLab offers the following benefits: Paid Time Off, Remote Work, 401k Matching, Flexible Hours, Health Insurance.

What is the salary range for the CX Strategy Manager position?

The salary range for this CX Strategy Manager role is $100.8k - $216k.

How do I apply for the CX Strategy Manager position at GitLab?

You can apply for this CX Strategy Manager position by clicking the "Apply Now" button on this page, which will take you to GitLab's application portal.

CX Strategy Manager at GitLab

Canada

$100.8k - $216k

<p>GitLab is an open-core software company that develops the most comprehensive <a href="https://about.gitlab.com/solutions/devops-platform">AI-powered DevSecOps Platform</a>, used by more than 100,000 organizations. Our <a href="https://about.gitlab.com/company/mission">mission</a> 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 human progress. Our platform unites teams and organizations, breaking down barriers and redefining what's possible in software development. Thanks to products like <a href="https://about.gitlab.com/gitlab-duo/">Duo Enterprise</a> and <a href="https://about.gitlab.com/blog/gitlab-duo-agent-platform-what-is-next-for-intelligent-devsecops/">Duo Agent Platform</a>, customers get AI benefits at every stage of the SDLC. </p> <p>The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our <a href="https://handbook.gitlab.com/handbook/values/">values</a> and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. <a href="https://www.youtube.com/watch?v=OuZIb5zszQI">Co-create the future with us</a> as we build technology that transforms how the world develops software.</p><h2><strong>An overview of this role</strong></h2> <p>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.</p> <h2><strong>What you'll do</strong></h2> <ul> <li>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</li> <li>Lead annual planning for the Customer Experience organization, including headcount forecasting, investment proposals, and business case development to support growth and effectiveness</li> <li>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</li> <li>Analyze customer lifecycle performance, segmentation, and coverage models using BI tools, SQL, and spreadsheets to generate actionable recommendations and insights</li> <li>Build, maintain, and improve executive reporting on key Customer Success metrics, delivering clear narratives and data visualizations that inform leadership decisions</li> <li>Drive quarterly business reviews and planning cycles with Customer Success leaders, providing analytical support, strategic guidance, and follow-through on action items</li> <li>Collaborate with Revenue Operations, Sales Operations, Finance, and Product teams to design and implement systems enhancements, process improvements, and scalable operating models</li> <li>Create, refine, and present high-quality models, dashboards, and presentations that translate complex data into clear strategies for stakeholders at all levels</li> </ul> <h2><strong>What you'll bring</strong></h2> <ul> <li>Experience in Customer Success operations, strategy, revenue operations, or strategy and analytics within B2B SaaS environments</li> <li>Background developing and executing strategic initiatives that improve customer outcomes, organizational effectiveness, or operational efficiency</li> <li>Experience leading annual planning activities such as headcount forecasting, investment modeling, and business case development</li> <li>Proficiency in business intelligence tools (for example, Tableau, Sisense, Looker), SQL, and advanced spreadsheets for building models, reports, and presentations</li> <li>Strong working knowledge of Salesforce reporting and analytics, including building and interpreting dashboards and performance metrics</li> <li>Ability to analyze customer segmentation, coverage models, and lifecycle performance to recommend resource allocation and deployment strategies</li> <li>Skill in presenting complex analysis and strategic recommendations to senior leaders, with clear written and verbal communication tailored to different audiences</li> <li>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</li> </ul> <h2><strong>About the team</strong></h2> <p>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 and purchase through adoption, expansion, and advocacy. We work across Customer Success Architects, Customer Success Managers, and Customer Success Engineers to align strategy, data, and operations. We also collaborate asynchronously with CX leadership and go-to-market partners in multiple regions. We focus on building and evolving CX frameworks like customer journey maps, voice of customer programs, segmentation and coverage models, and CX analytics. This work helps us reduce friction across touchpoints, improve customer satisfaction and retention, and scale a truly customer-first culture and operating model.</p><p><em>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 and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our <a href="https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/">benefits</a><span> and </span><a href="https://about.gitlab.com/handbook/stock-options/">equity</a>. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.</em></p>United States Salary Range<span>$100,800</span><span>—</span><span>$216,000 USD</span><h4><strong>How GitLab will support you</strong></h4> <ul> <li><a href="https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/">Benefits to support your health, finances, and well-being</a></li> <li><a href="https://handbook.gitlab.com/handbook/people-group/paid-time-off/">Flexible Paid Time Off</a> </li> <li><a href="https://about.gitlab.com/company/culture/inclusion/erg-guide/#:~:text=Definition%20of%20the%20TMRG%20%2D%20Team%20Member%20Resource%20Groups,-TMRGs%20are%20voluntary&text=The%20purpose%20for%20this%20type,developing%20the%20sense%20of%20belonging.">Team Member Resource Groups</a></li> <li><a href="https://handbook.gitlab.com/handbook/total-rewards/stock-options/">Equity Compensation & Employee Stock Purchase Plan</a></li> <li><a href="https://handbook.gitlab.com/handbook/people-group/learning-and-development/growth-and-development/">Growth and Development Fund</a></li> <li><a href="https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/#parental-leave">Parental leave</a> </li> <li><a href="https://handbook.gitlab.com/handbook/finance/expenses/#equipment">Home office</a> support</li> </ul> <p>Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from <a href="https://about.gitlab.com/company/culture/inclusion/#examples-of-select-underrepresented-groups">underrepresented groups</a> are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.</p> <p><strong>Country Hiring Guidelines: </strong>GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process. </p> <p><strong>Privacy Policy: </strong>Please review our <a href="https://handbook.gitlab.com/handbook/hiring/candidate-faq/recruitment-privacy-policy/" target="_blank">Recruitment Privacy Policy.</a> Your privacy is important to us.</p> <p>GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also <a href="https://about.gitlab.com/handbook/people-policies/inc-usa/#equal-employment-opportunity-policy" target="_blank">GitLab’s EEO Policy</a> and <a href="https://about.gitlab.com/handbook/labor-and-employment-notices/#eeoc-us-equal-employment-opportunity-commission-notices" target="_blank">EEO is the Law</a>. If you have a disability or special need that requires <a href="https://about.gitlab.com/handbook/people-policies/inc-usa/#reasonable-accommodation" target="_blank">accommodation</a>, please let us know during the <a href="https://about.gitlab.com/handbook/hiring/interviewing/#adjustments-to-our-interview-process" target="_blank">recruiting process</a>.</p>

Apply Now

Remote Opportunity

CX Strategy Manager

Join GitLab as a mid professional working remotely from Canada. Explore the role, benefits, and apply in one place.

CX Strategy Manager

GitLab(View Full Profile)

Full Time

$100.8k - $216k

8 months ago

Canada

Australia

Remote readiness · 46/100

Customer Success

Mid

Gitlab

Customer Experience

Data Analysis

+2 more

Job Description

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 human progress. Our platform unites teams and organizations, breaking down barriers and redefining what's possible in software development. Thanks to products like Duo Enterprise and Duo Agent Platform, customers get AI benefits 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, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.

An overview of this role

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.

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 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

What you'll bring

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

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 and purchase through adoption, expansion, and advocacy. We work across Customer Success Architects, Customer Success Managers, and Customer Success Engineers to align strategy, data, and operations. We also collaborate asynchronously with CX leadership and go-to-market partners in multiple regions. We focus on building and evolving CX frameworks like customer journey maps, voice of customer programs, segmentation and coverage models, and CX analytics. This work helps us reduce friction across touchpoints, improve customer satisfaction and retention, and scale a truly customer-first culture and operating model.

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 and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.

United States Salary Range$100,800—$216,000 USD

How GitLab will support you

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.

Requirements

Develop and execute Customer Experience strategies
Partner with CX leadership to shape business plans and coverage models
Improve customer outcomes and resource allocation
Create executive-ready reporting and insights
Work cross-functionally with CX leadership, Revenue Operations, Sales Operations, Finance, and Product

Benefits

Paid Time Off
Remote Work
401k Matching
Flexible Hours
Health Insurance

Skills

Gitlab

Customer Experience

Data Analysis

business planning

Problem Solving

Ready to Apply?

Join GitLab today

Salary Range

$100.8k - $216k

Posted 8 months ago

Explore more remote openings

Browse fresh listings from our global community of remote-friendly teams.

Mortgage Processor

American National Bank & Trust

Full Time

11 hours ago

GENERAL DESCRIPTION : The Mortgage Processor is responsible for processing residential real estate loans from application through closing while ensuring compliance with Bank policies, investor guidelines, and applicable federal and state regulations.

United States

Engineering

Backend Engineering

Mid

Mortgage processing

Loan Origination Systems

Regulatory Compliance

+5 more

Senior Communications Specialist

Vistra Communications

Full Time

13 hours ago

Vistra is seeking a Senior Communications Specialist to analyze, develop, and execute written/visual communication content related to suicide prevention, intervention, and postvention.

United States

Engineering

Backend Engineering

Staff

Strategic Communications

Public affairs

Marketing

+5 more

Area Sales Manager - Pacific Northwest

Bidadoo Inc

Full Time

$60k - $80k

14 hours ago

The Area Sales Manager for Pacific Northwest, ideally based in Washington or Oregon will play a key role in managing existing accounts, acquiring new customers, and serving as a trusted consultant.

United States

Sales

Account Executive

Mid

Sales

Outside Sales

Lead Generation

+5 more

Account Executive

Leading Edge Administrators LLC

Full Time

$80k - $100k

14 hours ago

This position offers the flexibility to work remotely. However, candidates located near our offices in Wall Street, Brooklyn or Tampa are preferred, as proximity to these locations may be beneficial for occasional in-person collaboration.

United States

Sales

Account Executive

Senior

Account Management

Sales

Healthcare Insurance

+5 more

Senior Site Reliability Engineer Lead

Akamai

Full Time

$121.4k - $218.6k

15 hours ago

Do you have a passion for cutting edge technologies and tackling system problems? Are you a self-starting professional who thrives in a dynamic environment? Join our highly skilled Site Reliability team!

United States

Engineering

DevOps / SRE

Senior

Site reliability engineering

Linux

Hardware architecture

+5 more

Channel Account Manager

CoreView

Full Time

15 hours ago

About CoreView CoreView is the global leader in Microsoft 365 (M365) tenant resilience, serving over 23 million users worldwide. We empower the world’s leading organizations to master the complexity of Microsoft M365.

United States

Engineering

Backend Engineering

Mid

Channel Management

SaaS

Microsoft 365

+5 more

Staff Data Scientist

Boulevard

Full Time

$164k - $205k

15 hours ago

Who is Boulevard? Boulevard provides the first and only client experience platform for appointment-based, self-care businesses. We empower our customers to give their clients more of the magical moments that matter most.

United States

Data

Data Science

Senior

Data Science

Product Analytics

SQL

+5 more

Staff Data Scientist

Boulevard

Full Time

$164k - $205k

15 hours ago

United States

Data

Data Science

Senior

Data Science

Product Analytics

SQL

+5 more

AI Product Lead, AI Experience & Quality

Flodesk

Full Time

$150k - $200k

15 hours ago

Flodesk is recognized in the Inc 5000 as one of the world's fastest-growing email marketing companies, built to help entrepreneurs sell online and design emails that people love to get.

Worldwide

Machine Learning

Senior

AI product management

Prompt Engineering

LLM Evaluation

+5 more

Senior Applied AI Engineer, Agent Quality & Evaluations

Flodesk

Full Time

$150k - $250k

15 hours ago

Flodesk is recognized in the Inc 5000 as one of the world's fastest-growing email marketing companies, built to help entrepreneurs sell online and design emails that people love to get.

Worldwide

Machine Learning

Senior

Python

TypeScript

LLM

+5 more

Remote Phone Fundraiser – Use Your Voice to Make a Difference

Public Outreach Consultancy Inc

Full Time

$0.019k - $0.024k

15 hours ago

Remote Phone Fundraiser – Use Your Voice to Make a Difference | $19–$24/hr Work remotely. Build real connections. Fundraise for causes that matter. Are you someone who can talk to almost anyone, tell a great story, and get genuinely excited about something you care about?

United States

Engineering

Backend Engineering

Entry

Communication

Storytelling

fundraising

+5 more

Solutions Engineer

Yuno

Full Time

15 hours ago

Remote, Latam, Full Time, Individual Contributor, +4 years of experience Who We Are At Yuno, we are building the payment infrastructure that allows all companies to participate in the global market.

Mexico

France

Engineering

Backend Engineering

Mid

Solutions engineering

Technical implementation

REST APIs

+5 more