Customer Experience Enablement Lead

Job description

GitLab’s Enablement & AI organization helps revenue teams build the knowledge, skills, tools, and confidence they need to sell GitLab effectively and deliver better customer outcomes. The team partners across Sales, Customer Success, Solutions Architecture, Partnerships, Product, Marketing, and Operations to turn business priorities—including product launches, new GTM motions, and AI adoption—into scalable programs, practical content, training, onboarding, and accreditations. It’s a high-impact, cross-functional team focused on improving field productivity, strengthening customer-facing capabilities, and measuring enablement’s contribution to business growth.

This role supports GitLabs Customer Experience team and reports to the Vice President, Enablement & AI.

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.

Responsibilities

• Program manage and lead the build and execution of enablement programs to ensure internal customer success & professional services teams are equipped with content, resources, tools and training to effectively differentiate and sell the GitLab solution.
• Partner with field leadership and leverage CX resources across the globe to identify needs, collaborate on plans, and tailor/deliver content, customized to the nuances of the specific teams/markets.
• Scope and build new enablement content, including programs focused on product knowledge, skill development, onboarding, leadership development, and many other areas, specifically for the CX organization.
• Collaborate with the enablement content and enablement office, along with other SMEs to identify and develop core sales training and enablement curriculum, customized for CX, for various internal teams.
• Ensure alignment of enablement activities with key internal and external events, such as new product releases, campaigns, and essential industry trade shows.
• Leverage Salesforce, Cornerstone, Gong, and other tools to deliver training and educate the field on how to use specific tools in the region.
• Develop CX training job aids, supporting materials, and assessments to enhance field effectiveness across the CX organization.
• Measure and report on the effectiveness of enablement investments and the programs conducted.
• Determine opportunities for improving the learning experience and identify innovative techniques for delivery.
• Demonstrated progressive experience in a SaaS or software sales enablement role, preferably with expertise in DevOps and/or Open Source, with required experience supporting Public Sector, Federal, or SLED go-to-market teams in a government or regulated industry context.

Requirements

• Demonstrated progressive experience in a software sales, customer success, or enablement role.
• Ability to continuously meet due dates and execute on projects with positive impact from stakeholders.
• Experience building relationships with field leaders and their teams.
• Software sales or sales enablement experience, preferably with expertise in DevOps and/or Open Source.
• Working knowledge of sales training technology and methodologies; demonstrable experience with enablement concepts, practices, and procedures.
• Actively incorporates AI tools into daily practices to accelerate content development, program design, and ideation - and can model this behavior for the teams they support.
• Relevant experience preparing, developing, and executing sales effectiveness strategies, tactics and action plans.
• Ability to quickly understand technical concepts and explain them to audiences of varying technical expertise (sales team, customers, channel partners, and internal support partners).
• Strong ability to interact and influence effectively with field professionals and management.
• Exceptional written/verbal communication and presentation skills.
• Team player with strong interpersonal skills, skilled at project and change management and cross-functional collaboration.
• Ability to thrive in a fast-paced, unpredictable environment.
• Ability to travel if needed for events such as team offsites or training.
• Benefits to support your health, finances, and well-being