[Remote] Senior Manager, CX Services Operations

Note: The job is a remote job and is open to candidates in USA. GitLab is the intelligent orchestration platform for DevSecOps, enabling organizations to increase developer productivity and accelerate digital transformation. The Senior Manager, CX Services Operations will lead operational teams in Professional Services and Customer Success Management, focusing on forecasting, resource management, and financial operations to support post-sales services.ResponsibilitiesLead, manage, and develop a team of operations professionals across PS Ops and CSMA / Success Tiers OpsPartner with Revenue Technology to represent and prioritize CX Services operational requirements for Professional Services and Customer Success systems, including Gainsight, Salesforce, and PS project management platforms, and serve as the CX Services voice in tool evaluation and enhancement discussionsBuild and maintain strong cross-functional partnerships with Revenue Strategy & Operations (RSO), Finance, and Sales to operationalize go-to-market initiatives, translate CX Services requirements into data and process solutions, and drive resolution of escalated operational issuesEstablish and maintain operational cadences including forecast reviews, PS delivery health reporting, and CSMA pipeline hygiene that support CX Services leadership's ability to manage risk and act on customer dataPartner with Revenue Analytics to deliver reporting and data views that connect team performance to business outcomes, including PS utilization, CSMA health metrics, and Success Tiers adoptionLead and contribute to PS financial operations, including project-level margin tracking, rate card management, and revenue recognition compliance across T&M, fixed-fee, and blended engagement structuresDrive improvement in PS and CSMA bookings and revenue forecasting processes, reducing reliance on manual aggregation and building toward a connected pipeline-to-delivery view that supports confident in-quarter decision-makingSupport PS portfolio and offering management, including service catalog governance, pricing and packaging currency, and ensuring fixed-fee structures remain aligned to evolving customer and market needsPartner with CSMA leadership to operationalize Success Tiers delivery, supporting capacity planning, coverage model design, and the data infrastructure needed to track tier performance and customer outcomesSkillsDemonstrated progressive experience across Professional/CX Services operations and, with direct ownership of outcomes in each domainProven people management experience, including the ability to develop and retain a distributed team in a fast-paced SaaS environmentFluency with Customer Success and Professional Services systems including Gainsight, Salesforce, and PS project management platforms such as KantataWorking knowledge of PS financial operations, including margin tracking, rate card structures, and revenue recognition considerations across T&M, fixed-fee, and blended engagement typesDemonstrated ability to lead cross-functional initiatives, influence without direct authority, and translate ambiguous business questions into clear process, reporting, or systems solutionsComfort building and improving foundational operational processes in a scaling environment, where not everything is defined and the ability to move from ambiguity to structure is essentialBenefitsBenefits to support your health, finances, and well-beingFlexible Paid Time OffTeam Member Resource GroupsEquity Compensation & Employee Stock Purchase PlanGrowth and Development FundParental leaveHome office supportCompany OverviewGitLab is a web-based Git repository manager that offers a variety of features for software development teams. It was founded in 2014, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is http://about.gitlab.com.