Senior Customer Success Operations Manager

GitLab is an intelligent orchestration platform for DevSecOps that enables organizations to improve developer productivity, operational efficiency, security, compliance, and digital transformation. The Senior Customer Success Operations Manager will own operational processes, reporting, and programs supporting the Customer Success Management organization, including pipeline and renewal reviews, customer health reporting, planning cycles, systems improvements, and cross-functional go-to-market alignment.

Responsibilities:

• 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

Requirements:

• 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