Senior Manager, Renewals and CS OperationsNew

GitLab; Canada; Remote; CAD 168,000 - 295,000; Full time

Job summary

A leading technology firm is seeking a strategic partner for Customer Success and Renewals, focusing on analytics. The ideal candidate will have a strong track record in driving initiatives, leading teams, and providing insights through data. This remote role offers a competitive salary range and the opportunity to make impactful contributions in a dynamic work environment.

Qualifications

• Proven track record in leveraging analytics in Customer Success.
• Experience managing high-performing analytics teams.
• Expertise in building financial models and forecasts.

Responsibilities

• Drive long-range planning and strategic initiatives.
• Utilize analytics to guide decision-making.
• Manage and mentor a high-performing analytics team.

Skills

Driving strategic initiatives

Advanced analytics

SQL proficiency

Data visualization (Tableau, Looker)

Financial modeling

Problem-solving

Storytelling

Business acumen

Collaboration

Education

Degree in a quantitative field (Business, Economics, Statistics, Computer Science)

Tools

Snowflake

Redshift

BigQuery

Job description

Overview

Remote, Canada; Remote, US

GitLab is an open-core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating human progress. Our platform unites teams and organizations, breaking down barriers and redefining what\'s possible in software development. Thanks to products like Duo Enterprise and Duo Agent Platform, customers get AI benefits at every stage of the SDLC.

The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.

Responsibilities

• Serve as a strategic partner to Customer Success and Renewals leadership, driving long-range planning and high-impact initiatives
• Leverage advanced analytics to uncover insights, identify opportunities, and guide strategic decision-making
• Develop sophisticated business models, forecasts, and scenario analyses to support strategic planning and resource optimization
• Drive alignment and accountability on critical CS and Renewals KPIs, including renewal rates, gross retention, and churn metrics
• Collaborate with Finance, Sales, and Customer Success leadership to define and track key performance indicators
• Communicate insights and recommendations to executive audiences through compelling data visualizations and narratives
• Foster a data-driven culture and empower teams with self-service analytics and reporting capabilities
• Manage, mentor, and develop a high-performing team of analysts and business strategists
• Champion process improvement initiatives leveraging industry best practices and innovative approaches
• Implement strong operational rigor and discipline in planning and executing the team\'s work
• Manage stakeholder relationships effectively, ensuring clear communication and alignment across all levels of the organization

Qualifications

• Proven track record of driving strategic initiatives and leveraging analytics to guide decision-making in Customer Success, Renewals, or similar revenue functions
• Strong leadership skills with experience managing and developing high-performing analytics teams
• Proficiency in SQL, data modeling, statistical analysis, and data visualization (Tableau, Looker)
• Expertise in building complex financial models, forecasts, and scenario analyses
• Exceptional problem-solving skills and ability to tackle ambiguous challenges with data-driven approaches
• Compelling storytelling and data visualization abilities to drive action across analytical and non-analytical audiences
• Business acumen to translate analysis into strategic recommendations and operational plans
• Collaborative approach to partnering with cross-functional teams and driving alignment
• Passion for enabling Customer Success and optimizing renewal processes
• Prior experience working with large-scale data platforms (Snowflake, Redshift, BigQuery) preferred
• Degree in a quantitative field (Business, Economics, Statistics, Computer Science, etc.) or equivalent experience required

Notes

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you\'re excited about this role, please apply and allow our recruiters to assess your application.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. Our policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, sex, national origin, age, citizenship, marital status, mental or physical disability, genetic information, or any other basis protected by law. See also GitLab\'s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.

Pay range and location
California/Colorado/Hawaii/New Jersey/New York/Washington, DC/Illinois/Minnesota pay range: $122,400 - $214,000 USD

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote; however, some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer questions about location after starting the recruiting process.