Senior Manager, CX Services Operations at GitLab (United States)

GitLab

1 month ago

Senior Manager, CX Services Operations

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 19 hours agoStatus: Live

Job Summary

Lead and develop a distributed team across CSM, Renewals, and Professional Services operations, partnering with Revenue Technology, Finance, and Sales to optimize CX-related systems (Gainsight, Salesforce, Kantata) and financial operations. Drive forecast accuracy, renewal health metrics, and pipeline hygiene in a global, all-remote environment, delivering data-driven insights to enable confident in-quarter decisions.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Revenue Operations (RevOps)

Seniority: Sr. Manager level

Key Responsibilities

•Lead, manage, and develop a team of operations professionals across CSM Ops, Renewals Ops, and PS Ops.
•Partner with Revenue Technology to prioritize CX operational requirements for systems (Gainsight, Salesforce, PS project management platforms) and represent CX in tool evaluations.
•Build cross-functional partnerships with Revenue Strategy & Operations, Finance, and Sales to operationalize go-to-market initiatives and translate CX requirements into data and process solutions.
•Establish operational cadences including forecast reviews, renewal health reporting, and pipeline hygiene to support leadership in risk management and data-driven decisions.
•Lead reporting with Revenue Analytics to connect team performance to outcomes (renewal rates, churn, PS utilization) and support PS financial operations (margin tracking, rate cards, revenue recognition).

Key Requirements

•Progressive experience across Customer Success operations, Renewals operations, and Professional 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 such as Kantata.
•Working knowledge of PS financial operations, including margin tracking, rate card structures, and revenue recognition considerations across T&M, fixed-fee, and blended engagement types.
•Demonstrated ability to lead cross-functional initiatives, influence without direct authority, and translate ambiguous business questions into clear process, reporting, or systems solutions.

Experience:SaaSCustomer SuccessRevenue Operations

Skills:LeadershipCross-functional collaborationCommunicationData analysisProblem-solving

Languages:English

Tech Stack:GainsightSalesforceKantataPS project managementCRMForecasting

Company Brief

GitLab

Provides a single application for the complete DevSecOps lifecycle, offering source code management, CI/CD, security, and collaboration tools to help teams deliver software faster and more securely.

Industry: Developer Tools

Company Size: Enterprise (1,001+ employees)

Revenue: USD 250M to 500M

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2011

Website LinkedIn

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GitLab

1 month ago

Senior Manager, CX Services Operations

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 19 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Revenue Operations (RevOps)

Seniority: Sr. Manager level

Key Responsibilities

•Lead, manage, and develop a team of operations professionals across CSM Ops, Renewals Ops, and PS Ops.
•Partner with Revenue Technology to prioritize CX operational requirements for systems (Gainsight, Salesforce, PS project management platforms) and represent CX in tool evaluations.
•Build cross-functional partnerships with Revenue Strategy & Operations, Finance, and Sales to operationalize go-to-market initiatives and translate CX requirements into data and process solutions.
•Establish operational cadences including forecast reviews, renewal health reporting, and pipeline hygiene to support leadership in risk management and data-driven decisions.
•Lead reporting with Revenue Analytics to connect team performance to outcomes (renewal rates, churn, PS utilization) and support PS financial operations (margin tracking, rate cards, revenue recognition).

Key Requirements

•Progressive experience across Customer Success operations, Renewals operations, and Professional 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 such as Kantata.
•Working knowledge of PS financial operations, including margin tracking, rate card structures, and revenue recognition considerations across T&M, fixed-fee, and blended engagement types.
•Demonstrated ability to lead cross-functional initiatives, influence without direct authority, and translate ambiguous business questions into clear process, reporting, or systems solutions.

Experience:SaaSCustomer SuccessRevenue Operations

Skills:LeadershipCross-functional collaborationCommunicationData analysisProblem-solving

Languages:English

Tech Stack:GainsightSalesforceKantataPS project managementCRMForecasting

Company Brief

GitLab

Provides a single application for the complete DevSecOps lifecycle, offering source code management, CI/CD, security, and collaboration tools to help teams deliver software faster and more securely.

Industry: Developer Tools

Company Size: Enterprise (1,001+ employees)

Revenue: USD 250M to 500M

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2011

Website LinkedIn