Manager, Customer Success Operations
WFA Digital Insight
As the demand for skilled Customer Success professionals grows, companies like Gitlab are seeking experts who can streamline operations and drive efficiency. With the remote job market booming, candidates with experience in sales operations, revenue operations, or management consulting are in high demand. Gitlab, a pioneer in DevSecOps, offers a unique opportunity to work with a values-driven team and contribute to the company's mission to transform software development. Before applying, candidates should be prepared to showcase their analytical and problem-solving skills, as well as their ability to thrive in an all-remote environment.
Job Description
About the Role
The Manager, Customer Success Operations at Gitlab is a critical role that oversees the operational processes, reporting, and programs that support the Customer Success Management function. As a key member of the team, you will partner closely with CS leadership, Revenue Strategy & Operations, Finance, and Sales to build the foundations that enable the CS team to operate effectively at scale. Your day-to-day responsibilities will include owning core operational cadences, translating business questions into problem statements, and driving them to resolution through process, reporting, or systems changes.In this role, you will work in Gitlab's all-remote, values-driven environment where documentation, iteration, and cross-functional partnership are core to how the team operates. You will be expected to connect dots across teams, move quickly from problem to solution, and thrive in ambiguity. As a sharp, curious operator, you will be responsible for identifying friction in existing processes and leading improvement efforts end to end.
What You Will Do
- 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.
- Develop and maintain metrics and dashboards to measure CS performance and provide insights to stakeholders.
- Collaborate with the Sales team to ensure alignment on sales strategies and customer success goals.
What We Are Looking For
- 4+ years of experience in Sales Operations, Revenue Operations, management consulting, strategy, or a similar analytical and problem-solving role.
- Strong critical thinking and structured problem-solving skills.
- Bias toward execution, with the ability to move from analysis to action quickly and follow through to outcomes that stick.
- Systems thinking, with an understanding of how a change in one part of the go-to-market motion ripples through to others.
- Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.
- Experience with sales operations, revenue operations, or customer success operations.
- Strong analytical and problem-solving skills, with the ability to analyze complex data sets and develop insights.
Nice to Have
- Experience with sales force automation, customer relationship management, or other sales operations tools.
- Knowledge of revenue operations, sales operations, or customer success operations.
- Experience working in an all-remote environment.
- Certification in sales operations, revenue operations, or a related field.
Benefits and Perks
- Competitive salary and benefits package.
- Opportunity to work with a values-driven team that is passionate about transforming software development.
- Collaborative and dynamic work environment with a culture of continuous learning and improvement.
- Flexible work arrangements, including remote work options and flexible hours.
- Access to cutting-edge technology and tools.
- Professional development opportunities, including training and certification programs.
How to Stand Out
- Develop a strong understanding of sales operations, revenue operations, and customer success operations to stand out as a candidate.
- Showcase your analytical and problem-solving skills by providing examples of complex data analysis and process improvements.
- Highlight your ability to work effectively in an all-remote environment and collaborate with cross-functional teams.
- Be prepared to discuss your experience with sales force automation, customer relationship management, or other sales operations tools.
- Emphasize your systems thinking and ability to understand how changes in one part of the go-to-market motion impact other areas.
- Research Gitlab's values and mission to demonstrate your understanding of the company's culture and how you can contribute to it.
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