GitLab - CX Services Program Manager
Upload My Resume
Drop here or click to browse · PDF, DOCX, DOC, RTF, TXT
Requirements
• 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. You have written a scope of work, defined pricing, and built a delivery kit • Strong understanding of DevOps, application development, SDLC, or security domains — you do not need GitLab product knowledge on day one, but you need the technical foundation to develop it quickly • Technical depth sufficient to design credible services. You do not need to have delivered these engagements yourself, but you need to understand them well enough that the practitioners who do will trust your judgment • Deep familiarity with AI/ML engineering workflows, LLM capabilities, and agentic systems — and the organizational change management required for enterprise AI adoption • A demonstrated AI-forward working style — you actively use agentic coding and AI tools as part of your daily workflow. You have formed opinions about how these tools change the way you work, and you can walk us through a specific workflow you have built or discovered that materially changed your output quality or speed • Proven ability to build trust and communicate effectively across the full stakeholder range — individual contributors, managers, directors, VPs, and C-suite — in a remote, async-first environment • Commercial acumen: fluency in how professional services and subscription services are priced, packaged, and sold in an enterprise context • Strong written communication skills: you can produce crisp executive summaries, clear requirements, and field-ready enablement materials without extensive editing • The CX Services Portfolio team sits within CX Engineering at GitLab. We are responsible for designing, enabling, and optimizing the service offerings that help customers achieve business outcomes across GitLab three modernization journeys: AI, Security, and DevOps. We do not deliver customer engagements directly — we build the frameworks, offerings, and enablement that allow our CSM, CSA, PSE, and AE teams to do so at scale. We work in close partnership with the CX Engineering Platform team, for whom we act as product managers, and with delivery organizations across Professional Services, Customer Success, and Education Services. • 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 • Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application. • How GitLab Supports Full-Time Employees • Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process. • Country Hiring Guidelines:
Responsibilities
• 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
No credit card. Takes 10 seconds.