Senior Customer Success Operations Manager @GitLab

Overview

As a Customer Success Operations Manager 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 help the CS team operate effectively at scale in a fully remote, values-driven environment.

Key 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 and drive them to resolution.
• Partner with Revenue Technology and Revenue Analytics to enhance systems, data, and reporting CSMs rely on.
• Build cross-functional alignment with Sales, Finance, and other teams to operationalize go-to-market changes that affect Customer Success.
• Identify friction in existing processes and lead improvement efforts end to end.
• Support CS leadership in planning cycles such as capacity modeling 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, or a similar analytical role.
• Strong critical thinking and structured problem solving skills.
• Ability to execute quickly from analysis to action.
• Systems thinking ability to understand cross-departmental impacts.
• Strong collaboration skills, building trust with stakeholders at all levels.
• Curiosity and aptitude to quickly learn new domains and tools.
• Comfort in a scaling environment where structure needs to be created.

Benefits

• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave
• Home office support

Location

Remote, US

How to Apply

Please apply through GitLab's application portal.

Deadline

None stated.