CX Services Program Manager

Role Overview

• Own the end-to-end service portfolio for your assigned product area — offer design, pricing, BOM standards, lifecycle management, field enablement, and sunset decisions
• Map and continuously refine the complete customer journey for your product area, defining how customers are guided across scaled digital motions, Customer Success Tiers, Professional Services, and Education and Training
• Define measurable customer outcomes and value anchors for each offering, ensuring every service can clearly articulate what success looks like and how it is verified
• Act as product manager for your product area tooling requirements into the CX Engineering Platform team — writing requirements, reviewing prototypes, managing a backlog, and conducting UAT
• Partner with PS Engineers, Customer Success, Project Managers, and Solution Architects to gather field input and translate it into refined or net-new service offerings
• Build and maintain relationships with stakeholders across the full organizational range — from PSEs and CSMs who deliver your services in the field, through to VP-level PS and CS leadership and C-suite executives
• Collaborate with your peers across the CX Services Portfolio team to design consistent customer experiences and ensure services are properly sequenced across the customer lifecycle
• Create and maintain field enablement materials — playbooks, objection handling guides, Highspot pages, talk tracks, and training sessions — for CSMs, CSAs, PSEs, and AEs
• Use AI tools actively in your daily workflow to accelerate research, drafting, synthesis, and requirement writing — and contribute what you learn to the team shared AI practice
• Track service performance data including utilization rates, margin, and customer outcome achievement, and use insights to drive continuous portfolio improvement

Requirements

• 7+ years of experience in professional services, customer success, solutions architecture, or product management at a SaaS company
• Demonstrated experience designing or managing service offerings — not just delivering them. You have written a scope of work, defined pricing, and built a delivery kit
• Strong understanding of DevOps, application development, SDLC, or security domains — you do not need GitLab product knowledge on day one, but you need the technical foundation to develop it quickly
• Technical depth sufficient to design credible services. You do not need to have delivered these engagements yourself, but you need to understand them well enough that the practitioners who do will trust your judgment
• Deep familiarity with AI/ML engineering workflows, LLM capabilities, and agentic systems — and the organizational change management required for enterprise AI adoption
• A demonstrated AI-forward working style — you actively use agentic coding and AI tools as part of your daily workflow. You have formed opinions about how these tools change the way you work, and you can walk us through a specific workflow you have built or discovered that materially changed your output quality or speed
• Proven ability to build trust and communicate effectively across the full stakeholder range — individual contributors, managers, directors, VPs, and C-suite — in a remote, async-first environment
• Commercial acumen: fluency in how professional services and subscription services are priced, packaged, and sold in an enterprise context
• Strong written communication skills: you can produce crisp executive summaries, clear requirements, and field-ready enablement materials without extensive editing.

Tech Stack

• SDLC

Benefits

• 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