GitLab - Sr. Manager, Customer Experience Operations

• Demonstrated progressive experience across Customer Success operations, Renewals operations, and Professional Services operations, with direct ownership of outcomes in each domain. • 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 such as Kantata. • Working knowledge of PS financial operations, including margin tracking, rate card structures, and revenue recognition considerations across T&M, fixed-fee, and blended engagement types. • Demonstrated ability to lead cross-functional initiatives, influence without direct authority, and translate ambiguous business questions into clear process, reporting, or systems solutions. • Comfort building and improving foundational operational processes in a scaling environment, where not everything is defined and the ability to move from ambiguity to structure is essential. • The CX Operations team sits within the Customer Experience Strategy & Operations function at GitLab and is responsible for the processes, data standards, and operational programs that enable our Customer Success, Renewals, and Professional Services 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 • 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. • The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.