Sr. Manager, Customer Experience Operations

Sr. Manager, Customer Experience Operations

Remote, US

Git Lab is the intelligent orchestration platform for Dev Sec Ops . Git Lab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100
* trust Git Lab to ship better, more secure software faster.

The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. Git Lab is where careers accelerate, innovation flourishes, and every voice is valued. Our high‑performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems.

Co‑create the future with us as we build technology that transforms how the world develops software.

* Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on Git Lab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of Git Lab.

As a Senior Manager, Customer Experience Operations at Git Lab, you will lead the operational teams that power our post‑sales customer motion. This is a people leadership role responsible for managing and developing a team of operations professionals across three domains:
Customer Success Management (CSM) Operations, Renewals Operations, and Professional Services (PS) Operations. As the business scales and organizational scope expands, this role requires a leader who can own processes around forecasting, resource management, and financial operations while building a team capable of sustaining them.

Reporting to the Director of CX Strategy & Operations, you will be a critical connector between the CX organization and the teams that enable it. You will partner closely with other Revenue Strategy & Operations teams, Finance, and Sales to ensure that CX operational needs are clearly defined, well‑represented, and executed with precision. You will thrive in Git Lab’s all‑remote, values‑driven environment, where documentation, iteration, and cross‑functional partnership are core to how we work.

• Lead, manage, and develop a team of operations professionals across CSM Ops, Renewals Ops, and PS Ops
• Partner with Revenue Technology to represent and prioritize CX operational requirements for Customer Success and Professional Services systems, including Gainsight, Salesforce, and PS project management platforms, and serve as the CX voice in tool evaluation and enhancement discussions.
• Build and maintain strong cross‑functional partnerships with Revenue Strategy & Operations, Finance, and Sales to operationalize go‑to‑market initiatives, translate CX requirements into data and process solutions, and drive resolution of escalated operational issues.
• Establish and maintain operational cadences including forecast reviews, renewal health reporting, and pipeline hygiene that support CX leadership’s ability to manage risk and act on customer data.
• Partner with Revenue Analytics to deliver reporting and data views that connect team performance to business outcomes, including renewal rates, churn and contraction, and PS utilization.
• Lead 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 structures
• Drive improvement in PS and CSM 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‑making.
• Support PS portfolio and offering management, including service catalog governance, pricing and packaging currency, and ensuring fixed‑fee…