Manager, Customer Success Operations

An overview of this role

As a Manager, Customer Success Operations 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 and alignment across teams and levels.