GitLab

GitLab: The comprehensive DevOps platform revolutionizing software development with automation, AI workflows, and essential tools for efficient collaboration.

Internet Software & Services

Information Technology

1K-5K (1630)

Founded 2014

26 open positions

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CX Services Program Manager

3 hours, 59 minutes ago

United Kingdom

Full-time

Senior

Product Manager

Product Management

Agile CI/CD DevSecOps GitLab

Apply Now

GitLab

GitLab: The comprehensive DevOps platform revolutionizing software development with automation, AI workflows, and essential tools for efficient collaboration.

Internet Software & Services

1K-5K

Founded 2014

View All Jobs 26

Description

Own the end-to-end service portfolio for an assigned product area, including offer design, pricing, BOM standards, lifecycle management, field enablement, and sunset decisions
Map and continuously refine the complete customer journey across scaled/digital motions, Customer Success Tiers, Professional Services, and Education and Training
Define measurable customer outcomes and value anchors for each offering and ensure clear success verification methods
Act as product manager for product-area tooling with the CX Engineering Platform team: write requirements, review prototypes, manage backlog, and conduct UAT
Partner with PS Engineers, Customer Success, Project Managers, and Solution Architects to gather field input and translate it into refined or new service offerings
Build and maintain relationships with stakeholders across the organization, from field practitioners (PSEs, CSMs) to VP and C-suite leaders
Collaborate with peers across the CX Services Portfolio to ensure consistent customer experiences and proper sequencing of services across the lifecycle
Create and maintain field enablement materials (playbooks, objection handling guides, Highspot pages, talk tracks, and training sessions) for CSMs, CSAs, PSEs, and AEs
Track service performance metrics (utilization rates, margin, customer outcome achievement) and use insights to drive continuous portfolio improvement and decisions

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, including writing scopes of work, defining pricing, and building delivery kits
Strong understanding of DevOps, application development, SDLC, or security domains with sufficient technical depth to design credible services
Deep familiarity with AI/ML engineering workflows, LLM capabilities, and agentic systems, plus knowledge of organizational change management for enterprise AI adoption
A demonstrated AI-forward working style: active daily use of agentic coding and AI tools and the ability to describe specific AI-driven workflow improvements
Proven ability to communicate and build trust across individual contributors through C-suite stakeholders in a remote, async-first environment
Commercial acumen with fluency in how professional services and subscription services are priced, packaged, and sold in an enterprise context
Strong written communication skills: able to produce executive summaries, clear requirements, and field-ready enablement materials with minimal editing
Experience acting as a product manager for tooling or platform integrations (writing requirements, managing backlogs, conducting UAT)

Benefits

Benefits to support health, finances, and well-being
Flexible paid time off
Team Member Resource Groups (ERGs)
Equity compensation and Employee Stock Purchase Plan
Growth and Development Fund for learning and development
Parental leave
Home office support and remote-first hiring (roles are remote; location-based eligibility may apply)

Interested in this position?

Apply directly on the company website

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