Senior CS Ops Lead — Remote

GitLab Inc.; Northern (KY); Hybrid; USD 110,000 - 180,000; Full time

Job summary

GitLab is seeking a Senior Customer Success Operations Manager to own the operational cadences, reporting, and programs that enable the Customer Success function at scale. This all-remote role partners with CS leadership, Revenue Strategy & Operations, Finance, and Sales to build foundations for efficient, data-driven customer outcomes.

You will translate ambiguous questions into clear workstreams, drive improvements end-to-end, and support planning cycles with capacity modeling and go-to-market

Qualifications

• 4+ years in Sales Ops, Revenue Ops, management consulting, strategy, or similar analytical roles.
• Ability to translate ambiguous questions into clear workstreams.
• Proven track record delivering process improvements.

Responsibilities

• Own the core operational cadences that support the CS 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, then drive them to resolution through process, reporting, or systems changes.
• Partner with Revenue Technology and Revenue Analytics to evolve the systems, data, and reporting CSMS rely on day to day.
• Build cross-functional alignment with Sales, Finance, and other Revenue Strategy & Operations teams to operationalize go-to-market changes that affect 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 CS perspective is needed.

Skills

Operational excellence

Cross-functional collab

Analytical thinking

Ambiguity handling

Execution focus

Job description

GitLab is seeking a Senior Customer Success Operations Manager to own the operational cadences, reporting, and programs that enable the Customer Success function at scale. This all-remote role partners with CS leadership, Revenue Strategy & Operations, Finance, and Sales to build foundations for efficient, data-driven customer outcomes.

You will translate ambiguous questions into clear workstreams, drive improvements end-to-end, and support planning cycles with capacity modeling and go-to-market