Manager, Customer Success Operations

Details

As a Manager, Customer Success Operations at GitLab you will own the operational processes, reporting, and programs that support the Customer Success Management (CSM) function. You will partner closely with CS leadership, Revenue Strategy & Operations, Finance, and Sales to build the foundations that help the CS team operate effectively at scale in GitLab's all-remote, values-driven environment.

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; able to break down ambiguous problems into clear workstreams and move them forward.
• Bias toward execution — move from analysis to action quickly and follow through to outcomes that stick.
• Systems thinking — understand how changes in one part of the go-to-market motion ripple through others and design solutions accordingly.
• Strong cross-functional collaboration skills; build trust with stakeholders at all levels and influence without direct authority.
• Curiosity and aptitude to pick up new domains, tools, and concepts quickly.
• Comfort operating in a scaling environment where not everything is defined and structure must be created.

About the team

The Sales and CX Operations team sits within Revenue Operations and is responsible for processes, data standards, and operational programs that enable Sales, Customer Success, and Renewals teams to operate at scale. The team partners with Revenue Strategy & Operations, CX field teams, Finance, and Sales to ensure operational alignment across the customer lifecycle.

Compensation

United States Salary Range: $115,200 - $194,400 USD

Benefits

• Benefits to support 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

Additional notes

• Role is remote (US). GitLab hires in many countries; some roles may carry location-based eligibility requirements.