Manager, Customer Success Operations

About the role

You will own the end-to-end operational machinery that enables the Customer Success Management organization to function at scale, defining and maintaining the processes, reporting cadences, and data structures that drive predictability and insight. You will serve as the central architect of operational clarity, translating high-level customer strategy into actionable workflows and measurable outcomes for the CS team. In this capacity, you will leverage AI as a core productivity multiplier to streamline repetitive tasks and enhance analytical depth, embedding efficiency into every operational layer. You will work within GitLab's all-remote, values-first environment where asynchronous communication, thorough documentation, and continuous iteration are the standard for how work gets done. This role requires a partnership mindset, as you will collaborate closely with Customer Success leadership, Revenue Strategy & Operations, Finance, and Sales to ensure alignment and execution. You will be expected to move quickly from problem identification to solution design, using structured thinking to turn ambiguity into clear workstreams and results. The position is built for an operator who thrives on ownership, systemizing repeatable frameworks, and ensuring the CS organization is equipped to support the company's growth ambitions.

Key facts

What you'll do

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, then drive them to resolution through process, reporting, or systems changes.

Partner with Revenue Technology and Revenue Analytics to evolve the systems, data, and reporting CSMs rely on day to day.

Build cross-functional alignment with Sales, Finance, and other Revenue Strategy & Operations teams to operationalize go-to-market changes that affect Customer Success.

Identify friction in existing processes and lead improvement efforts end to end, from diagnosis through rollout and adoption.

Support CS leadership in planning cycles, including capacity modeling, segmentation, territory and coverage planning, and target setting.

Establish governance frameworks for customer health scoring, risk identification, and escalation management to ensure proactive CS engagement.

Define and own key performance indicators and dashboards for the CS organization, ensuring metrics are actionable and tied to business outcomes.

Collaborate with RevOps to standardize data definitions, reporting logic, and tooling configurations to create a single source of truth for customer data.

Champion the adoption of new tools, automations, and AI-powered workflows that enhance the efficiency and effectiveness of CS operations.

Facilitate cross-functional workshops to map customer journeys, identify gaps, and design operational solutions that improve the end-to-end experience.

Act as the primary point of contact for CS-related data requests, ensuring timely, accurate, and well-documented responses to internal stakeholders.

Contribute to the development of playbooks, SOPs, and documentation that codify operational best practices for the CS function.

Support ad hoc analyses and special projects that require deep operational insight, data synthesis, and cross-team coordination.

Requirements

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. You can break down ambiguous problems into clear workstreams and move them forward.

Bias toward execution. You move from analysis to action quickly and follow through to outcomes that stick.

Systems thinking. You understand how a change in one part of the go-to-market motion ripples through to others, and you design solutions accordingly.

Strong cross-functional collaboration skills. You build trust with stakeholders at all levels and influence without direct authority.

Curiosity and aptitude to pick up new domains, tools, and concepts quickly. We care more about how you think than which specific tools you have used.

Comfort operating in a scaling environment where not everything is defined and structure must be created.

Strong written communication skills, aligned with GitLab's documentation-first culture, to ensure clarity and alignment across distributed teams.

Ability to manage multiple priorities in a fast-paced environment while maintaining a high standard of accuracy and attention to detail.

Comfort with quantitative analysis and data interpretation to support decision-making and storytelling.

Experience working with CRM and revenue reporting systems, such as Salesforce and related analytics platforms.

Understanding of customer success principles, metrics, and the role of operations in supporting CSM effectiveness.

Willingness to continuously learn and adapt to new technologies, processes, and evolving business needs.

Commitment to working asynchronously and leveraging documentation as the primary mechanism for communication and decision-making.