CX Strategy Manager
GitLab
Trois-Rivières, Québec, Canada
Full-Time
$100,800
RemoteManager
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.
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.
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 roles 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 to support your health, finances, and well-being 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. GitLabs 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 GitLabs 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.