Senior Manager, CX Services Operations

ABOUT THE ROLE 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. You will be a critical connector between the CX Services organization and the teams that enable it, partnering closely with other Revenue Strategy & Operations teams, Finance, and Sales to ensure that CX Services operational needs are clearly defined, well-represented, and executed with precision. WHAT YOU'LL DO As a Senior Manager, CX Services Operations, you will be responsible for leading, managing, and developing a team of operations professionals across PS Ops and CSMA / Success Tiers Ops. Your key responsibilities will include: - Partnering with Revenue Technology to represent and prioritize CX Services operational requirements for Professional Services and Customer Success systems - Building and maintaining strong cross-functional partnerships with Revenue Strategy & Operations (RSO), Finance, and Sales to operationalize go-to-market initiatives - Establishing and maintaining operational cadences, including forecast reviews, PS delivery health reporting, and CSMA pipeline hygiene - Partnering with Revenue Analytics to deliver reporting and data views that connect team performance to business outcomes - Leading and contributing to PS financial operations, including project-level margin tracking and revenue recognition compliance - Driving improvement in PS and CSMA bookings and revenue forecasting processes - Supporting PS portfolio and offering management, including service catalog governance and pricing and packaging currency - Partnering with CSMA leadership to operationalize Success Tiers delivery WHAT YOU'LL NEED To be successful in this role, you will need to bring the following skills and experience: - Demonstrated progressive experience across Professional/CX Services operations, 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 - Working knowledge of PS financial operations, including margin tracking and revenue recognition considerations - Demonstrated ability to lead cross-functional initiatives and translate ambiguous business questions into clear process, reporting, or systems solutions 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 Senior Manager, CX Services Operations, you will thrive in this environment, where you will have the opportunity to build and improve foundational operational processes in a scaling environment. BENEFITS - Competitive salary and bonus structure - Comprehensive health plan, including medical, dental, and vision coverage - Generous parental leave policy - Education stipend and professional development opportunities - Flexible schedule and remote work arrangement - Opportunity to work with a talented and diverse team of professionals - Access to cutting-edge technology and tools - Collaborative and dynamic work environment