[Hiring] Senior Manager, Sales Operations @GitLab

Role Description

As a Senior Manager, Customer Experience Operations at GitLab, you will lead the operational teams that power our post-sales customer motion. This is a people leadership role responsible for managing and developing a team of operations professionals across three domains:

• Customer Success Management (CSM) Operations
• Renewals Operations
• Professional Services (PS) Operations

Reporting to the Director of CX Strategy & Operations, you will be a critical connector between the CX organization and the teams that enable it. You will partner closely with other Revenue Strategy & Operations teams, Finance, and Sales to ensure that CX operational needs are clearly defined, well-represented, and executed with precision.

You will thrive in GitLab’s all-remote, values-driven environment, where documentation, iteration, and cross-functional partnership are core to how we work.

What You’ll Do

• Lead, manage, and develop a team of operations professionals across CSM Ops, Renewals Ops, and PS Ops.
• Partner with Revenue Technology to represent and prioritize CX operational requirements for Customer Success and Professional Services systems, including Gainsight, Salesforce, and PS project management platforms.
• Build and maintain strong cross-functional partnerships with Revenue Strategy & Operations, Finance, and Sales.
• Establish and maintain operational cadences including forecast reviews, renewal health reporting, and pipeline hygiene.
• Partner with Revenue Analytics to deliver reporting and data views that connect team performance to business outcomes.
• Lead and contribute to PS financial operations, including project-level margin tracking, rate card management, and revenue recognition compliance.
• Drive improvement in PS and CSM bookings and revenue forecasting processes.
• Support PS portfolio and offering management, including service catalog governance and pricing and packaging currency.

Qualifications

• Demonstrated progressive experience across Customer Success operations, Renewals operations, and Professional Services operations.
• Proven people management experience, including the ability to develop and retain a distributed team in a fast-paced SaaS environment.
• Fluency with Customer Success and Professional Services systems including Gainsight, Salesforce, and PS project management platforms.
• Working knowledge of PS financial operations, including margin tracking and revenue recognition considerations.
• Demonstrated ability to lead cross-functional initiatives and influence without direct authority.
• Comfort building and improving foundational operational processes in a scaling environment.

Benefits

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