Senior Manager - AMER

GitLab; Remote; IDR 2.030.800.000 - 3.046.201.000; Full time

Job summary

An innovative software company is seeking a Senior Manager of Engagement Management to lead a team focused on Professional Services sales. You will manage service bookings across the Americas, coaching your team to align offerings with customer outcomes. Responsibilities include developing strategies for pipeline generation, collaborating with Sales, and ensuring accurate performance forecasts. The ideal candidate has a strong background in professional services and sales leadership, with excellent communication skills to drive success.

Qualifications

• Experience in professional services and team leadership.
• Proven background in subscription-based business models.
• Ability to analyze data for performance assessments.

Responsibilities

• Lead and develop a team of Engagement Managers for professional services.
• Manage bookings performance and provide forecasts.
• Collaborate with Sales to align service offerings with customer outcomes.

Skills

Professional services management

Sales leadership

Customer success collaboration

Data analysis

Coaching skills

Job description

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.

An overview of this role

As a Senior Manager of Engagement Management, you'll lead a team of Engagement Managers who drive Professional Services sales and help GitLab customers realize value from our platform. You’ll be accountable for regional services bookings targets across the Americas. You’ll guide your team to align Professional Services offerings with customer outcomes while partnering closely with Sales, Solutions Architecture, and Customer Success. You’ll develop and iterate strategies that accelerate time to value for a broad portfolio of enterprise and commercial customers and ensure accurate, timely forecasting. You’ll also assess team capacity on an ongoing basis to inform hiring needs. You’ll coach team members on the full sales cycle for Professional Services, from pipeline generation and scoping to negotiation and closing. You’ll also create an environment where the team is motivated to improve how we sell and deliver services at scale.

Some examples of our projects:

• Leading the Engagement Management team to meet Professional Services bookings goals in the Americas, including building accurate weekly bookings forecasts and aligning with Sales leadership on territory performance
• Developing and refining strategies for proactive Professional Services positioning, including SKU-based selling, estimation standards, and sales motions that improve time to value for customers while supporting GitLab’s subscription-based business model

What you'll do

• Lead, coach, and develop a high-performing team of Engagement Managers focused on Professional Services consultative selling and aligning services with customer outcomes across the Americas
• Own Professional Services bookings goals within your region, including timely, accurate weekly bookings forecasts and clear communication of performance, risks, and opportunities
• Drive territory and account coverage strategy by distributing customer opportunities across the team to ensure effective geographic and segment coverage
• Partner closely with Sales, Solutions Architecture, and Customer Success leadership to align on account strategies, pipeline health, and services positioning throughout the sales cycle
• Provide strategic proposals and recommendations to senior leadership on how to organize and align the Engagement Management team with Sales and Customer Success to accelerate time to value for customers
• Coach Engagement Managers on pipeline generation, qualification, discovery, scoping, estimation, statement of work (SOW) creation, negotiation, and closing to support consistent, scalable Professional Services sales motions
• Guide and, when needed, directly support high-impact or complex negotiations, applying win-win and give-to-get approaches and taking ownership of resolving escalations and impasses
• Build and maintain development and enablement plans so Engagement Managers stay current on GitLab product releases, value selling approaches, and the processes and tools needed to be effective in a subscription-based business model, including on-premises and SaaS solutions

What you'll bring

• Background in professional services, customer success, or sales leadership, with experience managing teams that drive services sales and customer outcomes
• Experience leading or delivering professional services in a subscription-based business model, including on-premises and SaaS solutions
• Experience partnering with Account Executives and cross-functional stakeholders (such as Solutions Architecture and Customer Success) to position professional services, present solutions, and align on implementation approaches during the sales process
• Ability to analyze pipeline, bookings, and forecast data to assess performance, inform strategy, and ensure timely and accurate reporting within your area of responsibility
• Skill in planning and managing team capacity, balancing opportunity distribution, and coordinating with multiple managers and leaders across regions or segments
• Proven experience developing and executing strategies that grow professional services bookings, accelerate time to value, and scale standardized selling motions (for example, SKU-based services vs custom engagements)
• Strong communication and coaching skills with the ability to guide team members on discovery, scoping, estimation, proposal and statement of work creation, negotiation, and closing
• Ability to work independently and collaboratively in a distributed team, with a continuous improvement mindset and openness to refining processes, tools, and methodologies

About the team

The Engagement Management team sits within the Professional Services function and supports GitLab’s enterprise and commercial customers across the Americas. The team partners with Sales, Solutions Architecture, Customer Success, and Professional Services Delivery to shape and sell services engagements that support adoption of the GitLab platform and align services to each customer’s goals. Working as a distributed, customer-facing team, we collaborate asynchronously across time zones, document our approach in the handbook, and iterate based on feedback and data to continuously improve how we work. Current priorities include strengthening collaboration and alignment with Sales and Customer Success leadership, standardizing estimation and proposal patterns, and scaling a consultative Professional Services sales motion that supports GitLab’s long-term growth.

The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. 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.