Manager, Customer Success

Gitlab

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 a Manager, Customer Success Operations at GitLab, you will own the operational processes, reporting, and programs that support our Customer Success Management (CSM) function. Reporting to the Senior Manager of Sales & CX Operations, you will partner closely with CS leadership, Revenue Strategy & Operations, Finance, and Sales to build the foundations that help our CS team operate effectively at scale. This is a role for a sharp, curious operator who thrives in ambiguity, connects dots across teams, and moves quickly from problem to solution. You will work 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   * Own the core operational cadences that support the CS organization, including pipeline and renewal reviews, customer health reporting, and book of business management. * Translate ambiguous business questions from CS leadership into clear problem statements, then drive them to resolution through process, reporting, or systems changes. * Partner with Revenue Technology and Revenue Analytics to evolve the systems, data, and reporting CSMs rely on day to day. * Build cross-functional alignment with Sales, Finance, and other Revenue Strategy & Operations teams to operationalize go-to-market changes that affect Customer Success. * Identify friction in existing processes and lead improvement efforts end to end, from diagnosis through rollout and adoption. * Support CS leadership in planning cycles, including capacity modeling, segmentation, territory and coverage planning, and target setting. * Contribute to broader Revenue Operations initiatives where the CS perspective is needed. What You’ll Bring  * 4+ years of experience in Sales Operations, Revenue Operations, management consulting, strategy, or a similar analytical and problem-solving role. * Strong critical thinking and structured problem solving. You can break down ambiguous problems into clear workstreams and move them forward. * Bias toward execution. You move from analysis to action quickly and follow through to outcomes that stick. * Systems thinking. You understand how a change in one part of the go-to-market motion ripples through to others, and you design solutions accordingly. * Strong cross-functional collaboration skills. You build trust with stakeholders at all levels and influence without direct authority. * Curiosity and aptitude to pick up new domains, tools, and concepts quickly. We care more about how you think than which specific tools you have used. * Comfort operating in a scaling environment where not everything is defined and structure must be created. About the team The Sales and CX Operations team sits within the Revenue Operations function at GitLab and is responsible for the processes, data standards, and operational programs that enable our Sales, Customer Success, and Renewals 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 $115,200—$194,400 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.

Gitlab

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 a Revenue Analytics Manager, you’ll be the go-to individual contributor for turning complex sales and go-to-market data into clear insights and tools that help leaders make better decisions. You’ll work with first order, SMB, and sales development and core sales performance metrics to build AI tools, analytics, and insights that Field Operations stakeholders can rely on. You’ll own projects end to end: partnering with Sales and Operations stakeholders to understand questions, managing projects, run analysis, and translating results into recommendations that drive tangible impact. You’ll work primarily with Claude, dbt, Snowflake, SQL, and Python to build insights that can drive the business. Deliverables will be platform agnostic where you will be asked to determine the right solution for the current need, be it a scalable data model, verified queries, agentic workflows, dashboard and reporting, or even ad hoc analysis via gsheets.  You’ll collaborate closely with adjacent functions such as Pipeline, Sales Strategy, and Customer Success analytics. Over your first year, you’ll focus on establishing a strong analytics foundation for new business and first orders, delivering quick-win insights and scalable reporting, and becoming a trusted partner to leaders across the go-to-market organization. WHAT YOU’LL DO * Lead end-to-end first order and new business analytics work, from defining questions with stakeholders to building datasets, analysis, and clear recommendations that inform sales decisions. * Determine which legacy Tableau dashboards need to be maintained, which need to be updated to new reporting standards, and which can be migrated to AI-based solutions. * Drive deep analysis of first order pipeline, new business attainment, and other sales metrics using SQL and Python to uncover trends, risks, and opportunities. * Collaborate closely with Sales, Field Operations / RevOps, Finance, and Customer Success partners to translate business needs into scalable analytical solutions and tools. * Own the quality, structure, and usability of sales data in partnership with central data teams, ensuring consistency across Snowflake, dbt models, and other data sources where relevant. * Manage stakeholder expectations and project timelines, prioritizing requests and communicating trade-offs and outcomes in a clear, structured way. * Partner with Customer Success and broader go-to-market teams to align sales analytics with go-to-market and customer success metrics where needed. * Contribute to improving analytics processes, documentation, and standards so the team can work more efficiently and reuse high-impact analytical assets. WHAT YOU’LL BRING * Background working in sales analytics, with hands-on experience interpreting key sales metrics such as pipeline health, quota attainment, and forecast accuracy. * Proficiency with AI and business intelligence tools, with direct experience using Tableau or a similar BI platform and the ability to adapt to GitLab’s tooling and approach. * Practical skills in querying, and transforming data using SQL and Python, and comfort working with modern data warehouses and analytics environments. * Experience with Analytic Engineering and the ability to determine when a solution should be a view, a table, or a custom query to meet long term objectives. * Ability to manage projects and stakeholders, translating business questions into analytical plans and communicating findings to non-technical partners. * Experience supporting sales or go-to-market teams, with familiarity in areas such as new business development, pre-sales, marketing, or small and mid-market sales processes. * Exposure to tools and concepts such as dbt, Snowflake, or comparable technologies, and an understanding of data structures that support scalable reporting. * Clear, structured communication skills in an all-remote, asynchronous environment, including documenting work and collaborating across time zones. * Openness to learning GitLab’s product, data model, and ways of working, with transferable experience from sales, revenue, or field operations analytics roles. ABOUT THE TEAM The Revenue Analytics team sits within GitLab’s Revenue Strategy & Operations organization and focuses on turning sales and go-to-market data into clear, actionable insights for leaders and frontline teams. You’ll join a distributed group that partners closely with Sales, Customer Success, Finance, and other Revenue Operations team members to understand pipeline health, quota performance, and broader go-to-market metrics, and to build the tools and reporting that support better decisions. The team works asynchronously across time zones, using GitLab and our data stack to collaborate on projects, share context, and maintain transparency. Current priorities include strengthening our sales analytics foundation, deepening our use of business intelligence tools like Tableau, and building repeatable analytics that help stakeholders quickly understand performance and identify opportunities to improve results. 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 $126,400—$213,600 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.

Gitlab

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 a Senior Manager, CX Services Operations at GitLab, you will lead the operational teams that power our post-sales services motion. This is a people leadership role responsible for managing and developing a team of operations professionals across two domains: Professional Services (PS) Operations and Customer Success Management & Advocacy (CSMA) / Success Tiers 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 Senior Director of Revenue Operations, you will be a critical connector between the CX Services organization and the teams that enable it. You will partner closely with other Revenue Strategy & Operations teams, Finance, and Sales to ensure that CX Services 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 PS Ops and CSMA / Success Tiers Ops * Partner with Revenue Technology to represent and prioritize CX Services operational requirements for Professional Services and Customer Success systems, including Gainsight, Salesforce, and PS project management platforms, and serve as the CX Services voice in tool evaluation and enhancement discussions * Build and maintain strong cross-functional partnerships with Revenue Strategy & Operations (RSO), Finance, and Sales to operationalize go-to-market initiatives, translate CX Services requirements into data and process solutions, and drive resolution of escalated operational issues * Establish and maintain operational cadences including forecast reviews, PS delivery health reporting, and CSMA pipeline hygiene that support CX Services 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 PS utilization, CSMA health metrics, and Success Tiers adoption * 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 CSMA 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 * Partner with CSMA leadership to operationalize Success Tiers delivery, supporting capacity planning, coverage model design, and the data infrastructure needed to track tier performance and customer outcomes What you'll bring * Demonstrated progressive experience across Professional/CX Services operations and, 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 Services Operations team sits within the Revenue Operations function at GitLab and is responsible for the processes, data standards, and operational programs that enable our Professional Services and CSMA / Success Tiers 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 services delivery 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.