Manager Customer Success Operations
GitLab is an AI-powered DevSecOps platform that unifies the entire software development lifecycle into a single application. It helps development, security, and operations teams to collaborate and deliver software more efficiently, with security integrated at every step. The platform is trusted by millions of users and a majority of the Fortune 100.
About GitLab Inc.
GitLab is a comprehensive, AI-powered DevSecOps platform that streamlines the entire software delivery process by unifying the development lifecycle into a single application. It integrates source code management, CI/CD, security, and monitoring to help teams build, secure, and operate software more efficiently. Key features include automated security scans built into the development pipeline and AI-driven tools like GitLab Duo for code suggestions and chat, which enhance developer productivity. GitLab serves a diverse client base, from startups and open-source projects to large enterprises, including over half of the Fortune 100. The platform aims to reduce complexity, accelerate delivery cycles, and strengthen security and compliance for its users.
Skills
About the Role
You will own the operational processes, reporting, and programs that support Customer Success Management. You will run pipeline and renewal reviews, customer-health reporting, and book-of-business management. You will turn ambiguous business questions into practical process, reporting, or systems improvements; partner across Revenue Technology, Analytics, Sales, and Finance; and support capacity, segmentation, territory, coverage, and target planning.
Requirements
- 4+ years of experience in Sales Operations, Revenue Operations, management consulting, strategy, or a similar analytical and problem-solving role.
- Critical thinking and structured problem-solving skills.
- Ability to turn analysis into action and follow through to outcomes.
- Systems thinking across the go-to-market motion.
- Cross-functional collaboration and stakeholder-influencing skills.
- Ability to learn new domains, tools, and concepts quickly.
- Comfort operating in a scaling environment with undefined structure.
Responsibilities
- Own operational cadences for Customer Success, including pipeline and renewal reviews, customer-health reporting, and book-of-business management.
- Translate ambiguous business questions into clear problem statements and drive resolution through process, reporting, or systems changes.
- Partner with Revenue Technology and Revenue Analytics to improve Customer Success systems, data, and reporting.
- Build cross-functional alignment to operationalize go-to-market changes affecting Customer Success.
- Identify process friction and lead end-to-end improvement efforts through rollout and adoption.
- Support planning cycles, including capacity modeling, segmentation, territory and coverage planning, and target setting.
- Contribute the Customer Success perspective to broader Revenue Operations initiatives.
Benefits
- Benefits supporting health, finances, and well-being.
- Flexible Paid Time Off.
- Team Member Resource Groups.
- Equity compensation and Employee Stock Purchase Plan.
- Growth and Development Fund.
- Parental leave.
- Home office support.
