GitLab · 10 hours ago
Senior Director, Public Sector Customer Success
United States
Full-time
Remote
Director/Executive
$186K/yr - $398K/yrGitLab is an open-core software company that develops an AI-powered DevSecOps Platform used by over 100,000 organizations. As the Senior Director of Public Sector Customer Success, you will lead a distributed customer success organization focused on driving product adoption and enhancing customer experience in government and public sector organizations.
Cloud SecurityDeveloper ToolsDevOpsOpen SourceSaaS
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
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
Qualification
Required
Experience working in highly regulated or secure government environments—including navigating security, compliance, and data-handling requirements
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
Benefits
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
Company
GitLab
GitLab is a web-based Git repository manager that offers a variety of features for software development teams.
Founded in 2014
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$413.5MKey Investors
ICONIQ GrowthGoogle VenturesAugust Capital
2021-10-14IPO
2019-09-17Series E· $268M
2018-09-19Series D· $100M
Leadership Team
Bill Staples
Chief Executive Officer
Sytse Sijbrandij
Co-founder and Executive Chair
Recent News
2026-01-23
2026-01-22
2026-01-22
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