Manager, Customer Success Operations

About GitLab

GitLab serves as a smart orchestration platform focused on DevSecOps, enabling organizations to boost developer efficiency, enhance operational workflows, reduce security and compliance risks, and speed up digital transformation. Trusted by over 50 million registered users and half of the Fortune 100 companies, GitLab helps deliver faster and more secure software.

At GitLab, the product's core principles extend to the workplace culture embracing AI as a productivity enhancer, encouraging all team members to integrate AI into their routine for greater efficiency and innovation. The collaborative, high-performance environment values every voice and supports ongoing learning, allowing employees to maximize their capabilities while working with industry leaders.

Role Summary

As a Manager in Customer Success Operations, you will be responsible for overseeing operational workflows, performance metrics, and programs that underpin the Customer Success Management (CSM) team. Reporting to the Senior Manager of Sales & CX Operations, this role involves close collaboration with Customer Success leadership, Revenue Strategy & Operations teams, Finance, and Sales to establish scalable foundations for Customer Success effectiveness.

Key Responsibilities

• Manage fundamental operational routines supporting the Customer Success team including pipeline and renewal meetings, customer health dashboards, and managing books of business.
• Convert broad or unclear business queries from leadership into well-defined challenges and drive solutions through process improvements, reporting enhancements, or system modifications.
• Collaborate with Revenue Technology and Revenue Analytics teams to advance the tools, data, and reports crucial for Customer Success Managers' day-to-day tasks.
• Align with Sales, Finance, and other Revenue Operations functions to implement go-to-market strategy changes impacting Customer Success.
• Detect inefficiencies in current processes and lead comprehensive initiatives from diagnosis to implementation and adoption.
• Assist Customer Success leadership with planning activities such as capacity analysis, customer segmentation, territory assignments, and setting performance targets.
• Participate in wider Revenue Operations projects to provide a Customer Success perspective.

Qualifications and Skills

• At least four years of experience in Sales Operations, Revenue Operations, consulting, strategy roles, or similar analytical and problem-solving positions.
• Excellent critical thinking capabilities and a structured approach to resolving ambiguous problems by organizing clear actions.
• Strong execution orientation with rapid transition from analysis to practical solutions and accountability for sustained results.
• Ability to think systemically about go-to-market activities and how changes affect interconnected processes, developing solutions with comprehensive impact awareness.
• Proven strength in cross-department collaboration, influencing various stakeholders and fostering trust without formal authority.
• Demonstrated eagerness and capacity to quickly learn new fields, software tools, and concepts, valuing problem-solving over tool familiarity.
• Comfortable working in a dynamic and scaling environment requiring the creation of new structures and processes.

Team Context

The Sales and CX Operations group is part of GitLab’s Revenue Operations, managing processes, data standards, and programs to support Sales, Customer Success, and Renewals teams for scalable operations. This team works alongside Revenue Strategy & Operations, CX field teams, Finance, and Sales to ensure consistent operational coordination throughout the customer journey. Emphasis is placed on clear documentation, iterative improvements, and practical solutions enabling confident market approaches.

Employee Support and Benefits

• Comprehensive benefits focused on health, financial stability, and wellness.
• Flexible paid vacation policies.
• Employee-led resource groups fostering community and support.
• Equity compensation options and an employee stock purchase program.
• Available funds for professional growth and development.
• Parental leave provisions.
• Support for home office setups.

Additional Details

GitLab encourages applications from candidates of diverse experience levels; lacking some qualifications does not disqualify candidates. The base salary in the United States ranges from $115,200 to $194,400 annually, excluding bonuses, equity, or benefits. Sales roles may qualify for incentive pay up to 100% of base salary. GitLab operates globally with remote roles but has location-based eligibility for some positions.

GitLab is a committed equal opportunity and affirmative action employer, focusing on merit-based recruitment and providing inclusive workplace policies without discrimination. Applicants requiring accommodations during the recruitment process are encouraged to communicate their needs.