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Sr. Manager, Customer Experience Operations

3 weeks, 3 days ago
United States
Full-time
Lead
Operations Manager
Customer and Technical Support
DevSecOps Salesforce
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 119

Description

  • Lead, manage, and develop a team of operations professionals across CSM Operations, Renewals Operations, and Professional Services Operations.
  • Partner with Revenue Technology to represent, prioritize, and evaluate CX operational requirements for systems such as Gainsight, Salesforce, and professional services project management tools.
  • Build and maintain cross-functional partnerships with Revenue Strategy & Operations, Finance, and Sales to operationalize go-to-market initiatives and resolve escalated operational issues.
  • Establish and maintain operational cadences such as forecast reviews, renewal health reporting, and pipeline hygiene to support CX leadership decision-making.
  • Partner with Revenue Analytics to deliver reporting and data views tied to renewal rates, churn and contraction, and professional services utilization.
  • Lead PS financial operations, including project-level margin tracking, rate card management, and revenue recognition compliance.
  • Improve PS and CSM bookings and revenue forecasting processes by reducing manual aggregation and building a connected pipeline-to-delivery view.
  • Support professional services portfolio and offering management, including service catalog governance, pricing and packaging, and alignment of fixed-fee structures with customer needs.

Requirements

  • Progressive experience across Customer Success operations, Renewals operations, and Professional Services operations, with direct ownership of outcomes in each domain.
  • Proven people management experience, including developing and retaining a distributed team in a fast-paced SaaS environment.
  • Fluency with Customer Success and Professional Services systems including Gainsight, Salesforce, and project management platforms such as Kantata.
  • Working knowledge of PS financial operations, including margin tracking, rate card structures, and revenue recognition across T&M, fixed-fee, and blended engagements.
  • Demonstrated ability to lead cross-functional initiatives, influence without direct authority, and translate ambiguous business questions into process, reporting, or systems solutions.
  • Comfort building and improving operational processes in a scaling environment where structure must often be created from ambiguity.
  • Experience with post-sales customer motion operations in a SaaS business (preferred).
  • Experience partnering closely with Finance, Sales, Revenue Strategy & Operations, and Revenue Analytics (preferred).

Benefits

  • Flexible Paid Time Off.
  • Equity compensation and Employee Stock Purchase Plan.
  • Growth and Development Fund.
  • Parental leave.
  • Home office support.
  • Benefits to support health, finances, and well-being.
  • Team Member Resource Groups.

Interested in this position?

Apply directly on the company website

Apply Now

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