[Hiring] CX Services Program Manager @GitLab

Role Description

As a CX Services Program Manager on the CX Services Portfolio team, you will own the complete customer journey for one of GitLab's core product areas — Premium, Ultimate, or the GitLab Duo Agent Platform (DAP). This role sits at the intersection of product thinking, service design, and cross-functional influence.

• Own the end-to-end service portfolio for your assigned product area — offer design, pricing, BOM standards, lifecycle management, field enablement, and sunset decisions.
• Map and continuously refine the complete customer journey for your product area, defining how customers are guided across scaled digital motions, Customer Success Tiers, Professional Services, and Education and Training.
• Define measurable customer outcomes and value anchors for each offering, ensuring every service can clearly articulate what success looks like and how it is verified.
• Act as product manager for your product area tooling requirements into the CX Engineering Platform team — writing requirements, reviewing prototypes, managing a backlog, and conducting UAT.
• Partner with PS Engineers, Customer Success, Project Managers, and Solution Architects to gather field input and translate it into refined or net-new service offerings.
• Build and maintain relationships with stakeholders across the full organizational range — from PSEs and CSMs who deliver your services in the field, through to VP-level PS and CS leadership and C-suite executives.
• Collaborate with your peers across the CX Services Portfolio team to design consistent customer experiences and ensure services are properly sequenced across the customer lifecycle.
• Create and maintain field enablement materials — playbooks, objection handling guides, Highspot pages, talk tracks, and training sessions — for CSMs, CSAs, PSEs, and AEs.
• Use AI tools actively in your daily workflow to accelerate research, drafting, synthesis, and requirement writing — and contribute what you learn to the team shared AI practice.
• Track service performance data including utilization rates, margin, and customer outcome achievement, and use insights to drive continuous portfolio improvement.

Qualifications

• 7+ years of experience in professional services, customer success, solutions architecture, or product management at a SaaS company.
• Demonstrated experience designing or managing service offerings — not just delivering them.
• Strong understanding of DevOps, application development, SDLC, or security domains.
• Technical depth sufficient to design credible services.
• Deep familiarity with AI/ML engineering workflows, LLM capabilities, and agentic systems.
• A demonstrated AI-forward working style.
• Proven ability to build trust and communicate effectively across the full stakeholder range.
• Commercial acumen: fluency in how professional services and subscription services are priced, packaged, and sold in an enterprise context.
• Strong written communication skills.

Benefits

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