CX Services Program Manager

3 hours, 59 minutes ago
Full-time
Senior
Product Management
GitLab

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

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

Apply Now

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