Director, Customer Experience

Discord has a highly engaged community of millions of daily active users who use the platform for many different reasons, but there’s one thing that nearly everyone does: play video games. Discord plays a uniquely important role in the future of gaming, and we are focused on making it easier and more fun for people to hang out before, during, and after playing games. Discord is looking for a Senior Manager, Sales Tools & Process to own the systems, workflows, and automation that power how Discord B2B sells and scales across business units. Reporting to the Sr. Director of Revenue Operations, you will be the single-threaded owner of Salesforce platform management, end-to-end sales process design, and AI-driven operational enhancements. This is a high-visibility IC role for someone who thrives at the intersection of systems thinking, process engineering, and hands-on technical execution. What You'll Be Doing * Own the Salesforce business requirements roadmap, translating revenue team needs into platform capabilities; execute light configuration and dev work (flows, validation rules, custom objects, dashboards) to unblock teams * Serve as the primary RevOps interface to Engineering and IT for Salesforce development, managing prioritization, sprint intake, and release coordination * Define data governance standards including pipeline hygiene, field definitions, and object architecture across all revenue pillars * Design and operationalize the end-to-end sales process: from pitch and proposal through pricing, legal review, deal execution, and post-sale handoff across all revenue lines * Create process documentation, playbooks, and guardrails that standardize how deals move through the funnel; identify and eliminate bottlenecks by mapping workflows and benchmarking cycle times * Define and drive the AI and automation roadmap for Discord B2B, identifying high-impact opportunities across the full revenue lifecycle and deploying solutions that reduce manual effort, accelerate decision-making, and unlock new operational capabilities for every team in the organization * Serve as the central evaluator of all new tools, platforms, and vendor solutions for Discord B2B, owning the end-to-end process from discovery and pilot through procurement, rollout, and adoption measurement to ensure every investment drives measurable gains in seller productivity and operational efficiency. * Partner cross-functionally with Sales, BD, Product, PMM, Legal, Finance, Accounting, Business Systems, and Engineering What you should have * 8+ years in Revenue Operations, Sales Operations, or Business Operations with experience owning sales tools and process at scale * Deep Salesforce expertise including hands-on configuration, flows, custom objects, and reporting; Admin certification preferred * Proven track record designing end-to-end sales processes across complex, multi-product organizations * Demonstrated experience deploying AI and automation solutions in a revenue operations or GTM context * Strong technical fluency across APIs, data pipelines, and integration architectures; high agency and comfort building structure where none exists * Experience in advertising, gaming, subscription/consumer revenue, or platform businesses is a strong plus The US base salary range for this full-time position is $232,000 to $261,000 + equity + benefits. Our salary ranges are determined by role and level. Within the range, individual pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include equity, or benefits. Why Discord?  Discord plays a uniquely important role in the future of gaming. We're a multiplatform, multigenerational and multiplayer platform that helps people deepen their friendships around games and shared interests, and helps developers build and grow their businesses. We believe games give us a way to have fun with our favorite people, whether listening to music together or grinding in competitive matches for diamond rank. Join us in our mission! Your future is just a click away! Discord is committed to inclusion and providing reasonable accommodations during the interview process. We want you to feel set up for success, so if you are in need of reasonable accommodations, please let your recruiter know. Please see our Applicant and Candidate Privacy Policy for details regarding Discord’s collection and usage of personal information relating to the application and recruitment process by clicking HERE.

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. *Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab. AN OVERVIEW OF THIS ROLE As the Director, Customer Experience (CX) Strategy at GitLab, you will lead the team responsible for shaping the strategic direction of our post-sales organization and turning complex customer, market, and business signals into clear decisions that improve retention, expansion, adoption, and long-term customer value.  This role is a direct business partner to our Chief Customer Officer (CCO) and supports our Global Customer Experience organization which encompasses Customer Success, Renewals, and Professional Services. It focuses on business planning, lifecycle design, coverage/segmentation strategy, executive decision support, strategic programs, and performance insight across the customer journey. Success in this role means owning several high-priority cross-functional initiatives, leading the strategy function effectively, and helping the business make better decisions through strong analysis, planning, and structured execution.  WHAT YOU’LL DO * Set the vision and priorities for the CX Strategy function, aligning strategic programs, analytics, and planning around customer lifecycle outcomes and GitLab business priorities. * Own annual planning and in-year strategic cadences for CX, including business planning, coverage and segmentation decisions, headcount and investment proposals, executive reviews, and priority-setting across Customer Success, Renewals, and Professional Services. * Develop and evolve business models, KPI frameworks, and executive decision support for CX leadership so the organization can make better tradeoffs around customer health, retention, expansion, and growth efficiency. * Lead high-priority cross-functional initiatives from ideation through implementation, bringing structure to ambiguous problems and driving alignment across CX, Sales, Finance, Product, Revenue Operations, and Data teams. * Shape customer lifecycle strategy, including journey design, handoffs, engagement models, and program recommendations that improve customer outcomes and field effectiveness. * Partner with Product and customer-facing leaders to bring voice-of-customer insights, adoption signals, and customer feedback into roadmap discussions, program design, and strategic decision-making. * Define the strategic requirements and business cases that inform systems, tooling, reporting, and process changes, in partnership with CX Operations and Revenue Technology leaders. WHAT YOU’LL BRING * Progressive experience in strategy, analytics, customer success, renewals, revenue operations, consulting, and/or business planning roles in a B2B SaaS environment. * Strong business acumen with the ability to connect customer lifecycle strategy to operating metrics, planning decisions, financial considerations, and go-to-market outcomes. * Demonstrated success leading cross-functional initiatives and influencing without direct authority across multiple senior stakeholder groups. * Experience hiring, developing, and leading high-performing distributed teams. * Strong analytical and problem-solving skills, including the ability to interpret complex data and translate it into clear recommendations, business cases, and strategic decisions. * Fluency with key CX and GTM systems and analytical tools such as Salesforce, Gainsight, BI tools, spreadsheets, and SQL, along with comfort defining business requirements for data and tooling investments. * Excellent written and verbal communication skills, including the ability to create executive-ready documents, decks, proposals, and recommendations. * Comfort operating in an all-remote, asynchronous, values-driven environment with a high degree of ownership, iteration, and transparency. ABOUT THE TEAM The CX Strategy team is a small, high-impact partner to the broader Customer Experience organization, focused on steering the end-to-end customer journey from purchase through adoption, renewal, expansion, and advocacy. The team works across strategy, analytics, planning, and cross-functional programs to help CX leaders make better decisions, prioritize investments, and improve customer and business outcomes.   The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. 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, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. 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. United States Salary Range $168,000—$285,600 USD HOW GITLAB SUPPORTS FULL-TIME EMPLOYEES * 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  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. ---------------------------------------------------------------------------------------------------------------------------------- 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.   Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us. 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.