Manager, Customer Success Operations

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100 trust GitLab to ship better, more secure software faster. 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. 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. An overview of this role As a Manager, Customer Success Operations at GitLab, you will own the operational processes, reporting, and programs that support our Customer Success Management (CSM) function. Reporting to the Senior Manager of Sales & CX Operations, you will partner closely with CS leadership, Revenue Strategy & Operations, Finance, and Sales to build the foundations that help our CS team operate effectively at scale. This is a role for a sharp, curious operator who thrives in ambiguity, connects dots across teams, and moves quickly from problem to solution. You will work 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 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.

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