Senior Customer Success Strategy Analyst (Digital CS)

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We are hiring a Senior CS Strategy Analyst to support our Scale and Digital Customer Success teams. As a Senior Analyst, you will partner with our global customer engagement teams to drive and influence business improvements and bolster customer-centric decision-making across the business. You will play a pivotal role in driving customer satisfaction and loyalty by analyzing insights and feedback, identifying areas for improvement, and partnering with cross-functional teams to develop and implement strategies that enhance the overall customer experience.

What you'll do

• Deliver data views that are mapped to current and future business needs, ensuring alignment with strategic objectives.
• Own the delivery of well-defined strategic projects, from scope definition to execution and iterative improvements.
• Provide input on strategic decisions within your area of focus and support delivery teams in implementing these strategies.
• Collaborate with senior stakeholders across the business to define clear data needs and refine project scopes.
• Influence the development and testing of best practices within the team.
• Adopt a flexible approach to driving insights and analyzing business questions and challenges, utilizing multi-faceted delivery capabilities related to data systems and visualization.
• Leverage strong business acumen related to go-to-market (GTM) teams and strategies to inform data-driven decision-making.
• Understand and work on complex problems requiring deep understanding of multiple data sources to make informed recommendations.

What you'll bring

• Progressive experience in an analytical role, preferably within Customer Success, Sales Strategy, or a similar function.
• Proficiency in data analysis tools such as Excel, SQL, and business intelligence tools (e.g., Tableau, Looker). Experience with CRM systems (e.g., Salesforce) and customer success platforms (e.g., Gainsight) is a plus.
• Strong analytical and problem-solving skills with the ability to interpret complex data and translate it into actionable insights.
• Excellent written and verbal communication skills, with the ability to present complex information clearly and concisely to stakeholders at all levels.
• Proven ability to manage multiple projects simultaneously and deliver high-quality results in a fast-paced environment.
• Deep understanding of customer success principles and a customer-centric approach to strategy development.

How GitLab will support you

• Benefits to support your health, finances, and well-being
• All remote, asynchronous work environment
• Flexible PTO 
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and development budget 
• Parental leave
• Home office support

Hiring process

• Selected candidates will be invited to schedule a screening call with our Global Recruiters.
• Next, candidates will be invited to schedule a first interview with the Senior Manager of Customer Success Strategy.
• Next, candidates will be asked to complete a technical take-home assignment followed by a technical peer interview. 
• Next, candidates will meet with a senior stakeholder on the Digital and/or Scale Customer Success team. 
• The final interview is with the Senior Director of Sales Strategy. 
• Successful candidates will be made an offer after references are verified.

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.

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The base salary range for this role’s listed level is currently for residents of listed locations only. 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, and alignment with market data. 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.

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.