Sr. Manager, Customer Experience Operations

An overview of this role

As a Senior Manager, Customer Experience Operations at GitLab, you will lead the operational teams that power our post-sales customer motion. This is a people leadership role responsible for managing and developing a team of operations professionals across three domains: Customer Success Management (CSM) Operations, Renewals Operations, and Professional Services (PS) 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 Director of CX Strategy & Operations, you will be a critical connector between the CX organization and the teams that enable it. You will partner closely with other Revenue Strategy & Operations teams, Finance, and Sales to ensure that CX 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 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.

What You’ll Bring 

• 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.

About the team

The CX Operations team sits within the Customer Experience Strategy & Operations function at GitLab and is responsible for the processes, data standards, and operational programs that enable our Customer Success, Renewals, and Professional Services 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.