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Sr. Manager, Practice Development - Customer Success
@GitLab
[Hiring] Sr. Manager, Practice Development - Customer Success @GitLab
Mar 17, 2025 - GitLab is hiring a remote Sr. Manager, Practice Development - Customer Success. đź’¸ Salary: $208,100 - $367,200 usd. đź“ŤLocation: Americas.
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Role Description
As the Sr. Manager, Practice Development, Customer Success at GitLab, you will be responsible for the practice development of our paid Success Tiers, ensuring scalable and consistent world-class customer experiences and measurable outcomes. You will act as a center of excellence, developing and standardizing methodologies, playbooks, frameworks, and enablement materials that empower our global delivery teams. Over time, you will build and manage a team dedicated to driving delivery excellence, ensuring consistency and efficiency in our paid success offerings.
This role will focus on:
- Establishing repeatable, scalable engagement models for paid success services.
- Defining service delivery methodologies that align with business outcomes.
- Creating and maintaining a library of best practices, frameworks, and tools for global delivery teams.
- Partnering with the customer-facing teams to refine and improve the adoption strategies and value realization methodologies.
- Standardizing performance metrics and quality benchmarks to measure service effectiveness and impact.
Key Responsibilities
- Practice Development & Standardization: Define and evolve best practices for delivering paid success services, ensuring consistency and excellence across engagements.
- Content & Enablement: Develop methodologies, playbooks, toolkits, and training programs to support global delivery teams in executing success engagements.
- Operational Excellence: Establish scalable processes and frameworks that improve the predictability and effectiveness of our paid Success Tiers.
- Service Design & Evolution: Collaborate with product, sales, and customer success teams to design and refine service offerings that align with customer value expectations and desired outcomes.
- Metrics & Reporting: Define and implement key performance indicators (KPIs) to measure the impact and effectiveness of paid success engagements.
- Customer Experience & Adoption: Partner with stakeholders across Customer Success, Sales, and Product to refine onboarding, adoption, and value realization strategies.
- Cross-functional collaboration: Work closely with business unit leaders to influence product roadmaps, success strategies, and customer engagement models.
- Industry Benchmarking: Leverage insights from the software and professional services industries to refine GitLab’s approach to customer success delivery.
- Stakeholder Engagement: Engage with internal stakeholders such as finance, sales operations, and customer success leadership to drive alignment in service execution.
- Thought Leadership: Act as a subject matter expert, providing guidance on best practices in customer success, service delivery, and practice management.
- Coaching & Development: Mentor and develop team members, ensuring continuous improvement in skills and capabilities within the practice.
Qualifications
- Proven experience in customer success, professional services, or practice development within the software or technology sector.
- Strong background in designing and scaling structured success programs, engagement models, and playbooks.
- Ability to drive alignment and adoption of best practices across globally distributed teams.
- Deep understanding of customer needs, business value drivers, and success measurement methodologies.
- Experience in defining and tracking KPIs to measure Success Tiers performance and effectiveness.
- Strong ability to communicate, train, and drive change across internal teams and stakeholders.
- Experience in working with go-to-market strategies, financial modeling, and revenue impact analysis for service offerings.
- Ability to develop long-term plans for evolving Success Tiers and adapting to market needs.
- Experience working cross-functionally with sales, product, finance, and operations teams to drive service adoption and execution.
Benefits
- All remote, asynchronous work environment
- Flexible PTO (paid time off)
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and development budget
- Parental leave
- Home office support
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| đź“Ť | Be aware of the location restriction for this remote position: Americas |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
đź’¸
$208,100 - $367,200 usd
|
Remote
Location
Americas
|
|
Job Type
unspecified
|
Posted
Mar 17, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: Americas |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Sr. Manager, Practice Development - Customer Success
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