Senior Customer Success Strategy Analyst (Digital CS)

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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