Sr. Manager, Sales Operations

An overview of this role

As a Senior Manager, Customer Experience Operations at GitLab, you will lead the operational teams that power our post-sales customer motion. This is a people leadership role responsible for managing and developing a team of operations professionals across three domains: Customer Success Management (CSM) Operations, Renewals Operations, and Professional Services (PS) Operations. As the business scales and organizational scope expands, this role requires a leader who can own processes around forecasting, resource management, and financial operations while building a team capable of sustaining them.

Reporting to the Director of CX Strategy & Operations, you will be a critical connector between the CX organization and the teams that enable it. You will partner closely with other Revenue Strategy & Operations teams, Finance, and Sales to ensure that CX operational needs are clearly defined, well-represented, and executed with precision. You will thrive 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

• Lead, manage, and develop a team of operations professionals across CSM Ops, Renewals Ops, and PS Ops
• Partner with Revenue Technology to represent and prioritize CX operational requirements for Customer Success and Professional Services systems, including Gainsight, Salesforce, and PS project management platforms, and serve as the CX voice in tool evaluation and enhancement discussions.
• Build and maintain strong cross-functional partnerships with Revenue Strategy & Operations, Finance, and Sales to operationalize go-to-market initiatives, translate CX requirements into data and process solutions, and drive resolution of escalated operational issues.
• Establish and maintain operational cadences including forecast reviews, renewal health reporting, and pipeline hygiene that support CX leadership’s ability to manage risk and act on customer data.
• Partner with Revenue Analytics to deliver reporting and data views that connect team performance to business outcomes, including renewal rates, churn and contraction, and PS utilization.
• Lead and contribute to PS financial operations, including project-level margin tracking, rate card management, and revenue recognition compliance across T&M, fixed-fee, and blended engagement structures
• Drive improvem