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Manager, Customer Success Operations

1 hour, 50 minutes ago
United States
Full-time
Senior
Sales Operations
Customer and Technical Support
Apply Now
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
View All Jobs 122

Description

  • Own the core operational cadences for the Customer Success 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 and drive them to resolution through process, reporting, or systems changes.
  • Partner with Revenue Technology and Revenue Analytics to evolve the systems, data, and reporting used by Customer Success managers.
  • Build cross-functional alignment with Sales, Finance, and other Revenue Strategy & Operations teams to operationalize go-to-market changes affecting 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 Customer Success perspective is needed.
  • Work closely with Sales, CX field teams, Finance, and other operational partners to ensure alignment across the customer lifecycle.

Requirements

  • 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 ability to break down ambiguous problems into clear workstreams.
  • Bias toward execution, with the ability to move quickly from analysis to action and deliver outcomes that stick.
  • Systems thinking, with the ability to understand how changes in one part of the go-to-market motion affect others.
  • Strong cross-functional collaboration skills and the ability to build trust and influence stakeholders without direct authority.
  • Curiosity and aptitude to quickly learn new domains, tools, and concepts; specific tool experience is less important than how you think.
  • Comfort operating in a scaling environment where structure is still being created.
  • Experience working in a remote, values-driven environment is preferred.
  • Ability to support planning work such as capacity modeling, segmentation, territory planning, and target setting is preferred.

Benefits

  • Flexible Paid Time Off.
  • Benefits to support health, finances, and well-being.
  • Team Member Resource Groups.
  • Equity Compensation and Employee Stock Purchase Plan.
  • Growth and Development Fund.
  • Parental leave.
  • Home office support.
  • Base salary range of $115,200 to $194,400 USD for U.S. residents, with potential incentive pay up to 100% of base salary for sales roles.

Interested in this position?

Apply directly on the company website

Apply Now

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