Senior Customer Success Operations Manager

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. *Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab. An overview of this role As a Customer Success Operations Manager at GitLab, you will own the operational processes, reporting, and programs that support our Customer Success Management (CSM) function. Reporting to the Senior Manager of Sales & CX Operations, you will partner closely with CS leadership, Revenue Strategy & Operations, Finance, and Sales to build the foundations that help our CS team operate effectively at scale. This is a role for a sharp, curious operator who thrives in ambiguity, connects dots across teams, and moves quickly from problem to solution. You will work 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 - 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. - Contribute to broader Revenue Operations initiatives where the CS perspective is needed. What You’ll Bring - 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. About the team The Sales and CX Operations team sits within the Revenue Operations function at GitLab and is responsible for the processes, data standards, and operational programs that enable our Sales, Customer Success, and Renewals teams to operate at scale. This team works in close partnership with other Revenue Strategy & Operations teams, CX field teams, Finance, and Sales to ensure operational alignment across the full customer lifecycle. We value clear documentation, thoughtful iteration, and practical solutions that help our go-to-market teams move with confidence and clarity. How GitLab will support you - Benefits to support your health, finances, and well-being - Flexible Paid Time Off - Team Member Resource Groups - Equity Compensation & Employee Stock Purchase Plan - Growth and Development Fund - Parental leave - Home office su