Senior Director, Public Sector Customer Success

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