Top Tech Jobs & Startup Jobs in Charlotte, NC

Own product strategy, roadmaps, and business outcomes for GitLab.com and GitLab Dedicated. Lead platform reliability, scalability, operability, customer isolation, monetization, automation, self-service, disaster recovery, and geographic redundancy. Balance customer needs with operating costs and gross margin while developing P&L ownership. This remote individual contributor role requires director-level product portfolio leadership, technical SaaS or cloud expertise, commercial judgment, and cross-functional influence.

The Commercial Account Executive will drive sales of GitLab’s DevSecOps platform to organizations in the Netherlands. The provided description contains no specific responsibilities, requirements, hiring process details, compensation figures, travel expectations, or clearance requirements.

Leads customer-facing security assurance for enterprise accounts, addressing security questionnaires, risk assessments, RFPs, and contractual requirements. Reviews security and privacy clauses, negotiates risk-based terms with Legal, Sales, Product, and Procurement, and develops security content, playbooks, training, and Trust Center resources. Advises customers on compliance frameworks, cloud and SaaS security, and DevSecOps practices while supporting revenue growth, roadmap decisions, process improvement, and team mentorship.

Own complex enterprise customer escalations from engagement through resolution, coordinating Engineering, Support, Product, Customer Success, and Sales. Lead executive communications, maintain customer-facing resolution plans, manage commitments, coordinate with Incident Managers, and oversee post-escalation reviews and relationship repair. Develop escalation playbooks and process improvements while providing globally distributed, on-call support for high-severity customer situations.

Serve as a trusted advisor to a portfolio of customers to drive adoption and measurable outcomes with GitLab. Provide deployment guidance, lead workshops and Centers of Excellence, translate product usage data into actionable recommendations, monitor KPIs, manage regular touchpoints per SLAs, and collaborate cross-functionally to align on customer success and expansion plans.

Own the strategy, roadmap, experimentation program, launches, information architecture, content governance, and performance metrics for GitLab’s high-traffic B2B website. Partner with UX, content, product marketing, engineering, localization, analytics, and SEO teams to improve conversion, pipeline, trial growth, launch execution, and AI-ready content workflows. Lead through influence in GitLab’s all-remote environment.

Own renewal strategy and execution for a portfolio of public sector customers. Develop account plans, forecast renewal outcomes using customer health and adoption data, coordinate with Sales and Customer Success, execute personalized outreach, resolve renewal risks, and improve renewal workflows to drive retention and timely renewals.

Design and optimize digital customer journeys that drive retention, product consumption, and revenue. Create service blueprints and journey specifications, define customer signals and interventions, coordinate cross-functional partners through launch, and measure conversion, lift, recovery, time to value, and business impact. Determine appropriate self-service, AI-assisted, and human-led touchpoints across product, email, events, and community channels. Partner with orchestration, lifecycle marketing, content, CX operations, and data teams to continuously improve live journeys.

Designs and owns customer journeys, service blueprints, handoffs, specifications, and measurable engagement programs across products and personas. The role coordinates cross-functional teams, defines triggers and metrics, partners on content and lifecycle marketing, and oversees optimization of digital and human customer experiences. It requires senior journey or service design experience, journey orchestration knowledge, experimentation skills, and the ability to lead complex SaaS programs without direct authority.

Leads a North America-based team of Customer Success Managers focused on customer adoption, account health, satisfaction, advocacy, onboarding, renewals, and executive relationships. Coaches and develops team members, manages staffing and hiring, supports escalations, and partners with Sales, Product, Engineering, and Professional Services. Improves customer success processes, tools, and initiatives while coordinating distributed teams and senior stakeholders.