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An overview of this role
As a Senior Manager, Customer Experience Operations at GitLab, you will lead the operational teams that power our post-sales customer motion. This is a people leadership role responsible for managing and developing a team of operations professionals across three domains: Customer Success Management (CSM) Operations, Renewals Operations, and Professional Services (PS) Operations. As the business scales and organizational scope expands, this role requires a leader who can own processes around forecasting, resource management, and financial operations while building a team capable of sustaining them.
Reporting to the Director of CX Strategy & Operations, you will be a critical connector between the CX organization and the teams that enable it. You will partner closely with other Revenue Strategy & Operations teams, Finance, and Sales to ensure that CX operational needs are clearly defined, well-represented, and executed with precision. You will thrive in GitLab’s all-remote, values-driven environment, where documentation, iteration, and cross-functional partnership are core to how we work.
What You’ll Do
- Lead, manage, and develop a team of operations professionals across CSM Ops, Renewals Ops, and PS Ops
- Partner with Revenue Technology to represent and prioritize CX operational requirements for Customer Success and Professional Services systems, including Gainsight, Salesforce, and PS project management platforms, and serve as the CX voice in tool evaluation and enhancement discussions.
- Build and maintain strong cross-functional partnerships with Revenue Strategy & Operations, Finance, and Sales to operationalize go-to-market initiatives, translate CX requirements into data and process solutions, and drive resolution of escalated operational issues.
- Establish and maintain operational cadences including forecast reviews, renewal health reporting, and pipeline hygiene that support CX leadership’s ability to manage risk and act on customer data.
- Partner with Revenue Analytics to deliver reporting and data views that connect team performance to business outcomes, including renewal rates, churn and contraction, and PS utilization.
- Lead and contribute to PS financial operations, including project-level margin tracking, rate card management, and revenue recognition compliance across T&M, fixed-fee, and blended engagement structures
- Drive improvement in PS and CSM bookings and revenue forecasting processes, reducing reliance on manual aggregation and building toward a connected pipeline-to-delivery view that supports confident in-quarter decision-making.
- Support PS portfolio and offering management, including service catalog governance, pricing and packaging currency, and ensuring fixed-fee structures remain aligned to evolving customer and market needs.
**What You’ll Bring **
- Demonstrated progressive experience across Customer Success operations, Renewals operations, and Professional Services operations, with direct ownership of outcomes in each domain.
- Proven people management experience, including the ability to develop and retain a distributed team in a fast-paced SaaS environment.
- Fluency with Customer Success and Professional Services systems including Gainsight, Salesforce, and PS project management platforms such as Kantata.
- Working knowledge of PS financial operations, including margin tracking, rate card structures, and revenue recognition considerations across T&M, fixed-fee, and blended engagement types.
- Demonstrated ability to lead cross-functional initiatives, influence without direct authority, and translate ambiguous business questions into clear process, reporting, or systems solutions.
- Comfort building and improving foundational operational processes in a scaling environment, where not everything is defined and the ability to move from ambiguity to structure is essential.
About the team
The CX Operations team sits within the Customer Experience Strategy & Operations function at GitLab and is responsible for the processes, data standards, and operational programs that enable our Customer Success, Renewals, and Professional Services teams to operate at scale.
This team works in close partnership with other Revenue Strategy & Operations teams, CX field teams, Finance, and Sales to ensure operational alignment across the full customer lifecycle. We value clear documentation, thoughtful iteration, and practical solutions that help our go-to-market teams move with confidence and clarity.
How GitLab will support you
- 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
- Home office support
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.
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
$139,200—$208,800 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.