Manager, Customer Success Operations

ABOUT THE ROLE As a Manager, Customer Success Operations at GitLab, you will play a critical role in shaping the operational processes, reporting, and programs that support our Customer Success Management (CSM) function. 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. WHAT YOU'LL DO As a Manager, Customer Success Operations, your key responsibilities will include: - Owning the core operational cadences that support the CS organization, including pipeline and renewal reviews, customer health reporting, and book of business management. - Translating ambiguous business questions from CS leadership into clear problem statements, then driving them to resolution through process, reporting, or systems changes. - Partnering with Revenue Technology and Revenue Analytics to evolve the systems, data, and reporting CSMs rely on day to day. - Building cross-functional alignment with Sales, Finance, and other Revenue Strategy & Operations teams to operationalize go-to-market changes that affect Customer Success. - Identifying friction in existing processes and leading improvement efforts end to end, from diagnosis through rollout and adoption. - Supporting CS leadership in planning cycles, including capacity modeling, segmentation, territory and coverage planning, and target setting. - Contributing to broader Revenue Operations initiatives where the CS perspective is needed. WHAT YOU'LL NEED To succeed in this role, you will need: - 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 skills, with the ability to break down ambiguous problems into clear workstreams and move them forward. - A bias toward execution, with the ability to move from analysis to action quickly and follow through to outcomes that stick. - Systems thinking, with an understanding of how a change in one part of the go-to-market motion ripples through to others, and the ability to design solutions accordingly. - Strong cross-functional collaboration skills, with the ability to 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. WHY REMOTE GitLab is an all-remote, values-driven environment where documentation, iteration, and cross-functional partnership are core to how we work. As a Manager, Customer Success Operations, you will have the opportunity to work in a dynamic and flexible environment that values your contributions and well-being. BENEFITS - Benefits to support your health, finances, and well-being, including flexible paid time off, team member resource groups, equity compensation & employee stock purchase plan, and learning and development opportunities.