Manager, Customer Success Operations

Everway

Every mind is unique. Yet much of the world is still built for what’s considered "normal," leaving too many people behind. At Everway, we change that by creating technology that helps everyone understand and be understood. By understanding and addressing the unique needs of each individual, we're creating a world where differences are recognized and valued. Our careers fit real life. When you join us, you’re not just taking a job. You’re joining a movement to build a more neuroinclusive world. We’re a global community of over 800 employees spanning North America, UK, Europe, Australia, and New Zealand. A career here is purposeful and fast-moving, with clear expectations, modern tools, and the clarity to focus on what matters most.  Our people are supported and encouraged to show up as they are, with different ways of thinking welcomed and valued. We pride ourselves on our core values that are embedded within our culture. These are to be curious, have courage, and commit fully. Join us at Everway - together, we can unlock the full potential of every mind. ABOUT THE ROLE The Manager of Customer Success leads Everway's Customer Success team, helping customers achieve value from our products while supporting retention, adoption, and long-term growth. The role combines team leadership, operational management, customer lifecycle optimization, and strategic customer engagement. You'll oversee day-to-day Customer Success operations, support the development of team members, manage key customer relationships, and work across the business to improve customer outcomes. You'll also help shape scalable processes and customer engagement frameworks as Everway continues to grow. MAIN RESPONSIBILITIES In this role, you will: * Lead Customer Success projects and initiatives, ensuring objectives, timelines, and outcomes are delivered effectively. * Manage onboarding, training, coaching, and ongoing professional development for Customer Success team members. * Define, implement, and continuously improve customer lifecycle processes and customer engagement touchpoints. * Standardise customer communications, templates, and success planning approaches across customer segments. * Act as an escalation point for complex customer situations, ensuring timely resolution while supporting team learning and development. * Manage key customer relationships, helping customers realise value from their investment and supporting product adoption. * Monitor and improve Customer Success performance metrics, including customer retention, adoption, customer health, customer satisfaction, and team effectiveness. * Collaborate with Sales, Support, Product, and other teams to improve the customer experience and align customer-facing activities. * Use customer feedback, operational data, and performance metrics to identify opportunities for process improvement. * Support workforce planning and operational readiness during periods of increased customer demand. ESSENTIAL CRITERIA * 5+ years of experience in Customer Success, account management, or a related customer-facing role within a SaaS environment. * Experience leading teams and coordinating work across cross-functional stakeholders. * Experience developing and improving customer lifecycle processes, customer engagement programs, or customer success operations. * Demonstrates a customer-focused approach and uses customer insight to inform decisions and improvements. * Strong analytical capability, using data, performance metrics, and structured problem-solving approaches to support decision-making. * Strong organizational skills and attention to detail. * Communicates clearly and effectively with customers, colleagues, and stakeholders across a range of communication channels. * Experience using data, reporting tools, automation, or AI-enabled solutions to improve customer outcomes, team effectiveness, or operational performance. DESIRABLE CRITERIA * Experience managing customer success programmes within a growing SaaS organization. * Experience managing strategic or enterprise customer relationships. * Experience developing customer success frameworks, success plans, or customer segmentation models. * Familiarity with Customer Success platforms, CRM systems, and customer health monitoring tools. * Experience within EdTech or supporting educational institutions. * Degree or equivalent experience in a related field.   Please submit your application by Monday, July 20, 2026.   Please note: applications may close early due to high demand, so early submission is encouraged. Join our team and enjoy a competitive salary with bonus opportunities, flexible work schedules, and comprehensive health and wellness benefits. We offer flexible time off plans, career growth through development programs, and a collaborative, innovative culture where your ideas matter.  Ready to make an impact? Apply today and be part of a company that invests in your success! We are committed to providing a Drug-Free Workplace for all employees. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. You can view our Recruitment and Selection Policy here. Please click the link for our Privacy Notice

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.

Open Energy Transition

🌍 BUSINESS OPERATIONS MANAGER AT IT & CLIMATE NGO (REMOTE | ENGLISH) Location: Fully Remote; Namibia and Botswana only Employment Type: Full-Time employee, on an annual contract term, with option to renew Languages Required: English proficiency is mandatory Experience Required: Mid-level, with a minimum of 8 years of experience in a similar role Salary Range: Market-related Reports to: CEO Works Closely With: Finance Manager, Heads of Department Work Travel Requirements: None Start Date Goal: August/September 2026 (notice-dependent) 🧭 ABOUT US: Open Energy Transition (OET) is a non-profit organization advancing the global energy transition by developing innovative open-source tools and data solutions for energy and grid planning. Our vision is to make open approaches the global standard by 2030, enabling energy planning that is more accessible, transparent, and effective. This shift is essential to better guide trillion dollar worth public and private investment toward affordable, sustainable, and secure energy systems. This is not a distant aspiration; our work is already being adopted by leading system operators, regulators, and philanthropic partners. We’re a remote-first, mission-driven, registered non-profit, comprising around 50 highly-skilled and motivated professionals from all around the world! Our culture is built on trust, autonomy, and collaborative professionalism. We thrive in a fast-paced, distributed environment, where communication is clear, empathy is second nature, and each of us takes full ownership of our work. We work independently, but also collaborate easily when appropriate. We are currently looking for a Business Operations Manager to take ownership of our operational management system, and help ensure that OET continues to operate effectively, efficiently, and compliantly as we grow. To learn more about OET and our team, you can visit our website, and browse around our Handbook. 🎯 ABOUT THE ROLE: In the past two years, OET has grown from 20 to over 50 team members. We are now at a crucial crossroads where our operational systems, including our newly created ISMS, need to be further professionalized such that we can maintain or improve operational efficiency as we grow further. To do so, we are looking for an experienced builder, who enjoys continuously looking for the weakest links in our operational systems and proactively addresses these, by improving existing systems or building new ones from the ground up. In this role, you will build the scaffolding that enables continuing OET success. Your main purpose in  this role is to take ownership of OET's operational processes across the board. This includes ISO27001 management system, business compliance activities, organizational risk mitigation strategies, operational governance, vendor management processes, and cross-functional operational initiatives. You will play a key role in ensuring that important operational responsibilities are managed consistently and effectively, while reducing the administrative burden currently carried by our Department Heads and senior leaders, who you will work closely with. You will be responsible for maintaining and improving the systems, processes, documentation, and operational practices that enable our distributed team to work effectively. This includes coordinating our annual ISO audit and accreditation renewal process, managing evidence collection and audit preparation, maintaining risk registers and policies, overseeing vendor reviews, and helping drive operational improvements across the organization. Exciting activities include improving company-wide operational processes, strengthening our governance systems, introducing efficiencies through automation and documentation, supporting strategic operational initiatives, and helping ensure that OET's operational foundations continue to be effective and scale appropriately as we grow. The ideal candidate is comfortable working autonomously and fully remotely as part of a dedicated, distributed team, and enjoys creating clarity, structure, and momentum across complex operational work. They are highly organized, proactive, and practical, and are equally comfortable coordinating an audit, improving a process, managing a project, providing operational recommendations to our Senior Leadership Team, or following up on operational actions across multiple teams. This role requires a high degree of ownership, professionalism, attention to detail, self-management, and follow-through. Strong written communication skills are particularly important, as much of our work happens asynchronously across multiple time zones. Accurate record-keeping and documentation are also required, as we are cloud-based, and our operations align with ISO standards. Please note that this role does not include ownership of People Operations, HR, Payroll, Finance, Accounting, Sales, Business Development, Marketing, or Customer Success activities. These functions are at times associated with “Operations” roles, however we have ensured to outline exactly what the focus of this particular Business Operations Manager role encompasses, and how it fits into our existing team. We’re all about transparency, and want to give you the best possible opportunity to prepare for any potential interviews. To learn a bit more about the people you'll be working most closely with, click here: Our CEO, Max Parzen Our Head of People, Quintin Coetzee Our Finance Manager, Maria Shaetonhodi Our Head of Research & Market Development, Harry van der Weijde Our Head of Software Engineering, Sid Krishna 🛠️ YOUR KEY RESPONSIBILITIES: 1. Maintain and improve operational processes, documentation, and governance processes 2. Manage and maintain company risk registers, ensuring risks are appropriately documented, reviewed, and tracked 3. Coordinate and drive company-wide operational initiatives and cross-functional projects. This includes managing the use of our OpenProject PM tool, across various teams 4. Work closely with Department Heads to improve operational effectiveness and reduce their administrative overhead 5. Identify opportunities for operational efficiencies, automation (including through the use of AI), standardization, and process improvement. This includes making recommendations for such to our Senior Leadership Team 6. Own and maintain OET's ISO27001 management system and support successful annual audits, and accreditation renewals 7. Coordinate internal ISO audits, evidence collection, corrective actions, and external audit preparation activities, to ensure we consistently meet the standard’s requirements 8. Manage vendor assessment, onboarding, review/reassessment, and relationship processes, in line with ISO requirements 9. Securely maintain operational documentation and knowledge management systems 10. Support business continuity planning and operational resilience initiatives for our global company 11. Monitor compliance with internal operational requirements and external obligations 12. Autonomously track operational actions, initiatives, and follow-up items to ensure successful execution 13. Contribute to improving operational workflows, systems, and documentation across the organization 14. Support leadership with accurate operational reporting, tracking, and coordination activities as required ✅ YOU'LL BE A GREAT FIT IF YOU ARE/HAVE: * 8 years minimum experience in business operations, operational excellence, governance, compliance, project management, business administration, or similar operational roles * Experience maintaining operational processes, governance documentation, and compliance records * Experience coordinating complex cross-functional initiatives involving multiple stakeholders * Strong project management and organizational skills * Experience owning or managing ISO management systems (or similar), and supporting external audits * Strong attention to detail and ability to manage operational documentation accurately * Ability to work independently and take ownership of outcomes in a remote work environment * Experience managing vendors and external service providers * Strong written communication skills and experience working well remotely and asynchronously * Ability to balance operational rigor with pragmatism and efficiency * A continuous improvement mindset and enthusiasm for improving systems and processes * Fluency in English (our main working language) is mandatory 💎 BONUS POINTS FOR: * Interest in open-source collaboration and/or the energy sector * Prior work at a fast growing young company in the IT sector * Prior work as part of a diverse, fully-remote, distributed team * Prior work on open-source projects * Familiarity with donor-funded or non-profit environments * Experience managing ISO 27001, SOC2, NIST CSF, or similar information security systems * Experience with operational tooling, project management tools, workflow automation, and documentation platforms * Experience maintaining risk registers and governance frameworks * Experience reporting directly to senior leadership * German language proficiency A university degree is not required—your experience, communication skills, and work ethic matter most. However, if you happen to have a degree in business administration, operations management, project management, governance, compliance, or a similar field, that may be considered advantageous for this role, during our hiring process. ✨ WHAT WE OFFER: 1. A flexible, fully-remote work environment where you're trusted to work very autonomously. Zero micro-management, as that goes against our culture. 2. The opportunity to take ownership of a critical function within a growing mission-driven organization and have a meaningful impact on how we operate. 3. A culture that values transparency, empathy, trust, humility, diversity, collaboration, and recognition. 4. We have an open-door policy, and value reciprocal feedback. You'll always know where you stand, and always have the ability to have your voice heard, simply by reaching out. 5. A pretty flat hierarchical structure, where titles are not emphasized, and all contributions are valued. 6. Competitive salary with growth potential 7. Supportive onboarding and training, tailored to your strengths, interests, and career ambitions. 8. The ability to be part of our formation! We're still growing, changing, and improving. Anyone who is part of our team now is able to meaningfully contribute towards our culture, and processes. We're open to all suggestions, and take them seriously! 📝 WHAT OUR HIRING PROCESS ENTAILS: We take hiring seriously, and want to bring on candidates who will contribute positively towards our culture just as much as they will succeed in their roles. Also, we don't only want to have good outcomes from you. We also want you to feel happy and fulfilled in your position. That means we have a structured process to determine best fit. Our hiring process is as follows: * Candidates apply via Greenhouse, and include as much information as is possible and comfortable. * Various OET team members will shortlist candidates in our ATS. * Certain shortlisted candidates will be contacted to arrange a screening call. * Screening calls are conducted, and feature a max. 30 minute chat with our People Team. * Certain candidates will go through to a first-round interview, of max. 1 hour, with our People Team. This interview will screen for a combination of competency and culture fit. * Finalists will go through to a second-round interview, of max. 1 hour, with the OETers with whom they'll work most closely. * Bonus round - there may be a short written assignment, depending on the role. * The chosen candidate will be provided with an offer letter, and opportunity to ask any questions. * Onboarding with our People Team begins. * Your start date arrives! ➡️ HOW TO APPLY: If you're excited to take ownership of company-wide operations and help build the systems, processes, and governance that enable OET to scale effectively, we'd love to hear from you! Please submit an application via Greenhouse (our ATS). All applications are reviewed there. If you have any questions about OET or the role, we'd be happy to answer them should we invite you to take part in a screening call or interview. Before you apply, please ensure that you are a fit for all the mandatory requirements for this role. Please note that due to the volume of applications we receive, we are not able to respond to individual emails or LinkedIn requests. Kindly submit your application via Greenhouse, and we will shortlist and reach out to candidates. If you have not received a response within 2 weeks of submitting your application, please consider it unsuccessful at this point in time. We may, however, still reach out in future. Our team maintains Talent Pools, containing candidates shortlisted for contact for future roles that may arise. We look forward to meeting the next person who will become an invaluable part of our team! Thank you for your time, and for considering joining OET. If this role is not for you, feel free to check back later for any future positions that may have been posted.