Senior Director, Public Sector Customer Success

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 the Senior Director, Public Sector Customer Success, you’ll play a critical role in how mission-focused government and public sector organizations realize value from GitLab’s AI-powered DevSecOps platform. You’ll set the vision and lead a high-performing, distributed customer success organization that drives adoption, delivers an exceptional customer experience, and improves gross renewals and net retention across public sector accounts. You’ll report to the Associate Vice President (AVP) of Public Sector Sales and own the strategy and execution of customer success motions tailored to military, federal agencies, and intelligence community customers. You’ll also build strong relationships with senior customer and internal stakeholders. In your first year, you’ll refine and scale customer lifecycle programs, strengthen collaboration models with Sales, Regional Directors, and services teams, and establish clear, data-driven practices for forecasting, performance tracking, and risk management. It’s a unique opportunity to guide how mission-critical public sector organizations modernize software delivery with GitLab while you co-create the future of customer success at GitLab.

What you’ll do

• Set the overall vision and strategic plan for Public Sector Customer Success, focusing on product adoption, an exceptional customer experience, and growth through improved gross renewals and net revenue retention across public sector accounts.
• Lead and support managers across Customer Success Management, Renewals Management, Solutions Architecture, US-based customer support, Professional Services, and cleared personnel, ensuring these teams are aligned to public sector customer needs and GitLab’s go-to-market strategy.
• Define, track, and continuously refine key performance indicators (KPIs) for the public sector customer lifecycle, including health scores, support CSAT scores, adoption, renewals, first order growth, and net ARR expansion, using data to guide strategy and resourcing decisions.
• Build and maintain strong executive-level relationships with military, federal agency, and intelligence community customers, serving as an escalation point for critical issues and ensuring rapid, coordinated responses that protect and grow customer relationships.
• Own the design and evolution of public sector customer lifecycle programs, from onboarding and success planning to expansion plays and renewal motions, ensuring clear processes, documentation, and accountability at each stage.
• Represent Public Sector Customer Success, Solutions Architecture, Renewals, and Support with global GitLab teams, sharing best practices from public sector customers and incorporating global learnings, while advocating for product and process changes that address public sector requirements.
• Partner closely with Sales leadership and Regional Directors to align on coverage models, account plans, renewal and expansion forecasting, and strategies that drive new business, upsell, cross-sell, and increased advocacy within public sector accounts.
• Own responsibility for public sector security-oriented programs for FedRAMP, GOVRAMP, and TXRAMP, leading the Field Security Officer and cleared personnel, and ensuring that customer success motions and customer engagements meet applicable security and compliance expectations.
• Designing and scaling public sector customer success programs focused on product adoption, mission outcomes, and improvements in gross renewals and net retention across military, federal, and intelligence community accounts
• Partnering with sales, pre-sales, professional services, and support to build and execute joint account plans for public sector customers, including onboarding programs, executive business reviews, and structured escalation management

What you’ll bring

• Due to the nature of this role supporting U.S. public sector and government customers, experience working in highly regulated or secure government environments—including navigating security, compliance, and data-handling requirements—is required, along with an active United States Secret or Top Secret Security Clearance in accordance with applicable regulations and customer requirements.
• Demonstrated progressive experience leading managers of customer success, account management, and/or sales teams in a SaaS or subscription enterprise software company, with a focus on public sector customers.
• Ability to navigate and influence complex organizations, balancing the needs of sales, marketing, product, professional services, operations, and executive stakeholders while adapting to evolving business priorities.
• Proven leadership skills suitable for a senior director-level role, with experience recruiting, managing, mentoring, and developing high-performing, globally distributed teams across multiple regions and cultures.
• Strong understanding of how customer success, product adoption, and executive relationships drive gross renewal, net revenue retention, expansion, and long-term customer health in public sector accounts.
• Effective communication and interpersonal skills to build trusted relationships with senior Public Sector customers and internal leaders, including comfort engaging at the executive level and handling sensitive or escalated situations.
• Capacity to work autonomously and asynchronously in an all-remote environment while staying aligned to shared goals, processes, and priorities across the broader GitLab team.
• Familiarity with defining and optimizing customer lifecycle programs, tracking performance through data and metrics, and using insights to inform go-to-market strategies, account growth plans, and risk management for public sector customers.

About the team

The Public Sector Customer Success team at GitLab helps government and public sector organizations achieve mission-aligned outcomes with GitLab’s AI-powered DevSecOps platform. We’re a distributed group of customer success, account management, solutions architecture, support, and services professionals who work asynchronously across multiple regions to support customers with varied mission, security, and compliance needs. We collaborate closely with partners across GitLab, use clear processes and documentation, and keep improving how we work to meet the unique needs of a rapidly growing public sector business.

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$185,920—$398,400 USD

How GitLab will support you

• Benefits to support your health, finances, and well-being
• Flexible Paid Time Off 
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental leave 
• Home office support

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.

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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.