Sr. Manager, Practice Development - Customer Success - UKI

Tbwa Chiat/Day Inc; United Kingdom; Remote; GBP 80,000 - 100,000; Full time

Job description

Sr. Manager, Practice Development - Customer Success - UKI

Remote, United Kingdom

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. This mission is integral to our culture, influencing how we hire, build products, and lead our industry.

About the Role:

As the Sr. Manager, Practice Development, Customer Success at GitLab, you will be responsible for the practice development of our paid Success Tiers, ensuring scalable and consistent world-class customer experiences and measurable outcomes. You will act as a center of excellence, developing and standardizing methodologies, playbooks, frameworks, and enablement materials that empower our global delivery teams. This role reports directly to the VP of Customer Success and plays a critical role in achieving GitLab’s growth and retention goals.

The Role:

The Sr. Manager, Practice Development, Customer Success will be responsible for defining and evolving best practices in customer success service delivery. You will create and refine structured engagement models, success frameworks, and service blueprints that drive measurable customer value. A key aspect of this role is ensuring that GitLab’s paid success tiers remain differentiated, scalable, and aligned with customer needs across industries and geographies.

This role will focus on:

• Establishing repeatable, scalable engagement models for paid success services.
• Defining service delivery methodologies that align with business outcomes.
• Creating and maintaining a library of best practices, frameworks, and tools for global delivery teams.
• Partnering with the customer-facing teams to refine and improve the adoption strategies and value realization methodologies.
• Standardizing performance metrics and quality benchmarks to measure service effectiveness and impact.

Key Responsibilities:

• Practice Development & Standardization: Define and evolve best practices for delivering paid success services, ensuring consistency and excellence across engagements.
• Content & Enablement: Develop methodologies, playbooks, toolkits, and training programs to support global delivery teams in executing success engagements.
• Operational Excellence: Establish scalable processes and frameworks that improve the predictability and effectiveness of our paid Success Tiers.
• Service Design & Evolution: Collaborate with product, sales, and customer success teams to design and refine service offerings that align with customer value expectations and desired outcomes.
• Metrics & Reporting: Define and implement key performance indicators (KPIs) to measure the impact and effectiveness of paid success engagements.
• Customer Experience & Adoption: Partner with stakeholders across Customer Success, Sales, and Product to refine onboarding, adoption, and value realization strategies.
• Cross-functional collaboration: Work closely with business unit leaders to influence product roadmaps, success strategies, and customer engagement models.
• Industry Benchmarking: Leverage insights from the software and professional services industries to refine GitLab’s approach to customer success delivery.
• Stakeholder Engagement: Engage with internal stakeholders such as finance, sales operations, and customer success leadership to drive alignment in service execution.
• Thought Leadership: Act as a subject matter expert, providing guidance on best practices in customer success, service delivery, and practice management.
• Coaching & Development: Mentor and develop team members, ensuring continuous improvement in skills and capabilities within the practice.

Ideal Candidate Profile:

• Proven experience in customer success, professional services, or practice development within the software or technology sector.
• Service & Methodology Development: Strong background in designing and scaling structured success programs, engagement models, and playbooks.
• Leadership & Influence: Ability to drive alignment and adoption of best practices across globally distributed teams.
• Customer-Centric Mindset: Deep understanding of customer needs, business value drivers, and success measurement methodologies.
• Operational & Analytical Acumen: Experience in defining and tracking KPIs to measure Success Tiers performance and effectiveness.
• Communication & Change Management: Strong ability to communicate, train, and drive change across internal teams and stakeholders.
• Business Acumen: Experience in working with go-to-market strategies, financial modeling, and revenue impact analysis for service offerings.
• Strategic Thinking: Ability to develop long-term plans for evolving Success Tiers and adapting to market needs.
• Collaboration & Influence: Experience working cross-functionally with sales, product, finance, and operations teams to drive service adoption and execution.

Accommodations

We're committed to making our hiring process accessible. If you need accommodations at any stage of the application process, please let us know.

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. If you're excited about this role, please apply and allow our recruiters to assess your application.