Sr. Manager, Customer Experience Operations

GitLab is the intelligent orchestration platform for DevSecOps, enabling organizations to increase developer productivity and improve operational efficiency. As a Senior Manager, Customer Experience Operations, you will lead operational teams responsible for Customer Success Management, Renewals, and Professional Services operations, ensuring that CX operational needs are met with precision and efficiency.

Responsibilities:

• 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

Requirements:

• 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