operations
Posted Jun 12Senior Manager, CX Services Operations
at GitLab
United StatesRemote
Responsibilities
- Lead, manage, and develop a team of operations professionals across PS Ops and CSMA / Success Tiers Ops
- 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
- 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
Requirements
- GitLab is the intelligent orchestration platform for DevSecOps.
- 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.
- 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
- 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
- We value clear documentation, thoughtful iteration, and practical solutions that help our go-to-market teams move with confidence and clarity.
- 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 have a disability or special need that requires accommodation , please let us know during the recruiting process .
Benefits
- Flexible Paid Time Off
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental leave Home office support
- 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.
- 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 •
- Flexible Paid Time Off
- Parental Leave
Additional details
- More than 50 million registered users and more than 50% of the Fortune 100
- trust GitLab to ship better, more secure software faster.
- 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.
- 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.
- 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.