Senior Manager, CX Services Operations — GitLab (Remote, US) — PS Ops & Success Tiers
The Role & Impact
GitLab is hiring a Senior Manager, CX Services Operations to lead the operational engine behind our post-sales services motion. Reporting to the Senior Director of Revenue Operations, you'll manage and grow a team of operations professionals across Professional Services (PS) Operations and Customer Success Management & Advocacy (CSMA) / Success Tiers Operations — the people who keep forecasting, resource management, and financial operations running as the business scales.
Key Responsibilities
- Lead, develop, and retain a distributed team of ops professionals across PS Ops and CSMA / Success Tiers Ops
- Represent CX Services requirements in Revenue Technology conversations for Gainsight, Salesforce, and PS project management platforms like Kantata
- Partner with Revenue Strategy & Operations, Finance, and Sales to operationalize GTM initiatives and resolve escalations
- Own operational cadences: forecast reviews, PS delivery health reporting, and CSMA pipeline hygiene
- Drive PS financial operations — project-level margin tracking, rate card management, and revenue recognition across T&M, fixed-fee, and blended engagements
- Improve bookings and revenue forecasting, moving from manual aggregation to a connected pipeline-to-delivery view
- Support service catalog governance, pricing and packaging currency, and Success Tiers capacity planning and coverage models
What You Bring
Progressive experience across Professional/CX Services operations with direct ownership of outcomes, proven people management in a fast-paced SaaS environment, and fluency in Gainsight, Salesforce, and Kantata. You're comfortable with PS financials, can influence without authority, and thrive turning ambiguity into structured process.
About the Team
The CX Services Operations team sits inside Revenue Operations and builds the processes, data standards, and programs that let Professional Services and CSMA/Success Tiers teams scale. Documentation, iteration, and cross-functional partnership are the default here — GitLab's all-remote, values-driven environment is built on them.
Ready to build the operating backbone of a global services organization? Apply below.
🚀 Ready to Apply?
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