Senior Manager, CX Services Operations

About the role

GitLab is seeking a Senior Manager, CX Services Operations to lead the operational engines that power our post-sales motion. In this role, you will own the leadership and development of teams spanning Professional Services (PS) Operations and Customer Success Management & Advocacy (CSMA) / Success Tiers Operations. You will be responsible for architecting and managing the end-to-end processes that ensure predictable delivery and financial control across complex client engagements. This position requires a systems thinker who can translate cross-functional requirements into scalable operational frameworks. You will leverage data and documentation to drive efficiency and act as the primary liaison between the CX Services organization and the revenue operations ecosystem. The role is centered on building sustainable processes that allow the business to scale without compromising execution quality.

Key facts

What you'll do

Lead, manage, and develop a team of operations professionals across PS Ops and CSMA / Success Tiers Ops, setting direction and fostering an environment of growth and accountability.

Partner with Revenue Technology to represent and prioritize CX Services operational requirements for Professional Services and Customer Success systems, including Gainsight, Salesforce, and PS project management platforms.

Serve as the definitive CX Services voice in tool evaluation, enhancement discussions, and solution design to ensure technology aligns with operational best practices.

Build and maintain strong cross-functional partnerships with Revenue Strategy & Operations, Finance, and Sales to operationalize go-to-market initiatives and translate requirements into data and process solutions.

Establish and maintain operational cadences, including forecast reviews, PS delivery health reporting, and CSMA pipeline hygiene, to enable leadership to manage risk and act on customer data.

Partner with Revenue Analytics to deliver reporting and data views that connect team performance to business outcomes, including PS utilization, CSMA health metrics, and Success Tiers adoption.

Lead and contribute to PS financial operations, including project-level margin tracking, rate card management, and revenue recognition compliance across T&M, fixed-fee, and blended engagement structures.

Drive improvement in PS and CSMA bookings and revenue forecasting processes, reducing reliance on manual aggregation and building toward a connected pipeline-to-delivery view.

Support PS portfolio and offering management, including service catalog governance, pricing and packaging currency, and ensuring fixed-fee structures remain aligned to evolving customer and market needs.

Partner with CSMA leadership to operationalize Success Tiers delivery, supporting capacity planning, coverage model design, and the data infrastructure needed to track performance and health.

Champion the use of AI as a core productivity multiplier, ensuring the team integrates AI into daily workflows to drive efficiency, innovation, and impact in service operations.

Act as a critical connector between CX Services and the broader Revenue Strategy & Operations teams to ensure alignment and execution precision across all customer lifecycles.

Requirements

You must possess a Bachelor's degree or equivalent practical experience in a relevant field of study or work experience.

You must have a minimum of 6 years of experience in operations, project management, or a related role within a professional services or customer success environment.

You must have demonstrated experience leading and managing teams, including performance management, coaching, and career development.

You must have hands-on experience with Professional Services Automation (PSA) tools, including but not limited to systems such as Gainsight.

You must have a strong working knowledge of Salesforce or similar CRM platforms and their configuration for professional services contexts.

You must have experience managing fixed-fee and time & materials engagement structures, including rate card management and financial oversight.

You must have a proven track record of building and maintaining cross-functional relationships with Sales, Finance, and Revenue Operations.

You must be highly proficient in data analysis and reporting, with the ability to translate complex operational data into actionable insights for leadership.

You must be able to thrive in GitLab's all-remote, values-driven culture, where asynchronous communication and thorough documentation are essential.

Nice to have

Experience with portfolio and service catalog management, including pricing and packaging strategies.

Knowledge of revenue recognition standards and compliance within project-based revenue models.

Familiarity with AI tools and platforms and a demonstrated history of integrating them into operational workflows to improve efficiency.

Experience with forecasting and pipeline management in complex B2B environments.

Practical notes

This role is remote and open to candidates located in the United States.

The position operates in GitLab's all-remote environment, requiring strong written communication skills and discipline in asynchronous collaboration.

Travel is not required for this role.

Visa sponsorship is not available for this position.

Candidates must be able to start within a reasonable timeframe as defined by internal GitLab hiring processes.