Customer Success Operations Job Family

Customer Success Operations cross-functionally aligns GitLab for a superb customer experience through creating trust in data, clarity in effective processes, and predictability in outcomes.

Levels

Customer Success Operations Specialist

Job Grade

The Customer Success Operations Specialist is a grade 5.

Responsibilities

Develop and implement lifecycle processes, policies, and metrics to support customer outcomes and business growth, assisting to define appropriate touch points (i.e., human-led and digital) throughout the customer journey (pre and post initial sale)
Develop methods, processes, systems, and tools to support our customers in each segment: Enterprise, Commercial, and Global Digital Create and coordinate key reporting for GitLab leadership team, partnering with the Analyst team to provide reporting on customer adoption, sentiment, advocacy, and business results (i.e., forecasts, renewals, expansions, churn)
Curate content and playbooks to allow the team to more efficiently and consistently deliver customer outcomes
Identify opportunities for process automation and optimization, with a focus on scalability and driving significant growth
Collaborate with Customer Success enablement to develop training and enablement to drive efficiency

Requirements

BA/BS degree
Relevant experience within or supporting Customer Success teams
Experience with Customer Success Management systems (e.g., Gainsight/Totango/Client Success/etc., digital marketing tools)
Experience with support and/or professional services a plus
Strong analytical ability and able to prioritize multiple projects
Salesforce experience and knowledge of enterprise SaaS tools
Excellent problem solving, project management, interpersonal and organizational skills
SaaS and B2B experience preferred
Interest in GitLab, and open source software
You share our values and work in accordance with those values
Ability to use GitLab
Experience with agile/DevOps and/or SDLC process and/or tools is a plus

Customer Success Operations Analyst (Intermediate)

Job Grade

The Customer Success Operations Analyst is a grade 6.

Responsibilities

Develop and implement lifecycle processes, policies, and metrics to support customer outcomes and business growth, assisting to define appropriate touch points (i.e., human-led and digital) throughout the customer journey (pre and post initial sale)
Develop methods, processes, systems, and tools to support our customers in each segment: Enterprise, Commercial, and Global Digital Create and coordinate key reporting for GitLab leadership team, partnering with the Analyst team to provide reporting on customer adoption, sentiment, advocacy, and business results (i.e., forecasts, renewals, expansions, churn)
Curate content and playbooks to allow the team to more efficiently and consistently deliver customer outcomes
Identify opportunities for process automation and optimization, with a focus on scalability and driving significant growth
Collaborate with Customer Success enablement to develop training and enablement to drive efficiency
Support the development and rollout of systems and digital tools to improve the team’s effectiveness and efficiency and provide increased customer insights through data, automation, and telemetry

Customer Success Operations Analyst Requirements

Extends that of the Associate Customer Success Operations Analyst Requirements
Relevant experience supporting Customer Success teams
Progressive experience in program management and/or operations
Experience with Customer Success Management systems (e.g., Gainsight/Totango/Client Success/etc., digital marketing tools)
Experience with support and/or professional services a plus
Excellent problem solving, project management, interpersonal and organizational skills
SaaS and B2B experience
Exposure to building business models
Interest in GitLab, and open source software
You share our values and work in accordance with those values
Ability to use GitLab
Experience with agile/DevOps and/or SDLC process and/or tools is a plus

Senior Customer Success Operations Analyst

Job Grade

The Senior Customer Success Operations Analyst is a grade 7.

Responsibilities

Extends that of the Customer Success Operations Analyst (Intermediate) Responsibilities
Significant oversight in Gainsight and/or other system architecture
Leads cross-functional team initiatives and provides oversight to Customer Success
Influences the Strategy and Operations teams delivery maturity through the developement and testing of best practies
Delivers data views mapped to current and future business needs

Requirements

Extends that of the Customer Success Operations Analyst (Intermediate) Requirements
Extensive experience supporting Customer Success
Progressive experience building and maintaining tools such as Gainsight, Salesforce, Mavenlink, and/or other Customer Success and Professional Services systems
Relevant ownership of program management and/or operations
Strong business acumen of GTM teams and strategies
Multi-faceted delivery capabilities related to data systems and visualization
Collaborates with senior stakeholders to drives clear definitions of data needs

Customer Success Operations Manager

Job Grade

The Customer Success Operations Manager is a grade 8.

Responsibilities

Gainsight Administration: act as the primary administrator on our Gainsight Instance, this includes significant oversight of Gainsight and/or other system architecture
Triage and refine Customer Success Operations issues for streamlined review and effective and timely deployments
Manage Gainsight roadmap and agile milestone management to ensure timely completion of issues
Drive cross-functional programs and initiatives to support scaling of the business and integrate the Customer Success engagement processes with teams throughout GitLab (e.g., sales, marketing, product)
Lead the development and rollout of systems and digital tools to improve the team’s effectiveness and efficiency and provide increased customer insights through data, automation, and telemetry
Collaborate with Field Enablement to assist with training and enablement
Identify opportunities to improve current reporting formats, processes, and systems
Create and coordinate key reporting for GitLab leadership team, partnering with the Customer Success analyst to provide reporting on customer adoption, sentiment and advocacy and business results (i.e., forecasts, renew, expand, churn)
Assist implementing lifecycle processes, policies and metrics to support customer outcomes and business growth, defining the appropriate touch points (i.e., human-led and digital) throughout the customer journey (pre and post initial sale)
Operate as a thought partner to the Business by providing scalable approaches, operational priorities, and delivery insights that drive overall business outcomes

Requirements

Extends that of the Customer Success Operations Analyst (Senior) Requirements
Progressive experience building and maintaining tools such as Gainsight, Salesforce, Mavenlink, and/or other Customer Success and Professional Services systems
Strong analytical ability and able to prioritize multiple projects
Excellent problem solving, project management, interpersonal and organizational skills
SaaS and B2B experience
Interest in GitLab, and open source software
You share our values and work in accordance with those values
Ability to use GitLab
Gainsight Admin certification, preferred
Understanding and knowledge of product usage date is preferred
Progressive experience with business model design, change and impact analysis, experiment design and metric design

Manager, Customer Success Operations

The Manager Customer Success Operations reports to the Director Customer Success Operations.

Job Grade

The Manager Customer Success Operations is a grade 8.

Responsibilities

Lead the Customer Success Operations Team
Build and optimize a company-wide customer success process in collaboration with the customer success team and broader GitLab organization
Develop and implement lifecycle processes, policies and metrics to support customer outcomes and business growth, defining the appropriate touch points (i.e., human-led and digital) throughout the customer journey (pre and post initial sale)
Develop methods, processes, systems and tools to appropriately support our customer segmentation strategies
Drive cross-functional programs and initiatives to support scaling of the business and integrate the customer success engagement processes with teams throughout GitLab (e.g., sales, marketing, product)
Lead the development and rollout of systems and digital tools to improve the team’s effectiveness and efficiency and provide increased customer insights through data, automation, and telemetry
Curate content and playbooks to allow the team to more efficiently deliver customer outcomes
Create and coordinate key reporting for GitLab leadership team, partnering with the Customer Success analyst to provide reporting on customer adoption, sentiment and advocacy and business results (i.e., forecasts, renew, expand, churn)
Act as liaison to Customer Success Enablement to drive training and enablement priorities, content and methods
Collaborate with Customer Success Enablement to develop training and enablement to drive efficiency

Requirements

BA/BS degree
Progressive years leading Customer Success and/or Operations teams
Relevant experience delivering on-time outcomes in program management and/or operations
Relevant people management experience
Experience with Customer Success Management systems (e.g., Gainsight/Totango/Client Success/etc., digital marketing tools)
Experience with support and/or professional services a plus
Strong analytical ability and able to prioritize multiple projects
Salesforce experience and knowledge of enterprise SaaS tools
Excellent problem solving, project management, interpersonal and organizational skills
SaaS and B2B experience
Interest in GitLab, and open source software
You share our values and work in accordance with those values
Ability to use GitLab
Experience with agile/DevOps and/or SDLC process and/or tools is a plus
Leadership at GitLab

Senior Manager, Customer Success Operations

The Senior Manager, Customer Success Operations reports to the Director Customer Success Operations.

Job Grade

The Senior Manager, Customer Success Operations is a grade 9.

Responsibilities

Extends that of the Manager Customer Success Operations Responsibilities
Build and optimize a company-wide Customer Success process in collaboration with the Customer Success Team and broader GitLab organization
Develop and implement lifecycle processes, policies and metrics to support customer outcomes and business growth, defining the appropriate touch points (i.e., human-led and digital) throughout the customer journey (pre and post initial sale)
Acts as advisor to each CS Leader, providing relevant and timely insights to further develop each leader’s strategy
Drive cross-functional programs and initiatives to support scaling of the business and integrate the customer success engagement processes with teams throughout GitLab (e.g., sales, marketing, product)
Lead the development and rollout of systems and digital tools to improve the team’s effectiveness and efficiency and provide increased customer insights through data, automation, and telemetry
Curate content and playbooks to allow the team to more efficiently deliver customer outcomes
Create and coordinate key reporting for GitLab leadership team, partnering with the Customer Success analyst to provide reporting on customer adoption, sentiment and advocacy and business results (i.e., forecasts, renew, expand, churn)

Requirements

Extends that of the Manager Customer Success Operations Requirements
Significant experience leading Customer Success and/or Operations teams
Expertise supporting and advisor Customer Success teams
Unflappable in delivering presentations and demos with executive awareness
Strong and relevant experience in program management and/or operations
Progressive years of experience in leading field teams (Customer Success Managers, Account Management, Professional Services, Solution Architects) and/or Operations
Experienced leading cross-functional initiatives in mid-sized or large organizations (i.e., 1000+ employees)
Management experience with a team of at least 5 team members
Experience with digital engagement approaches and methods preferred (i.e., Digital Customer Success / “tech touch,” Digital Marketing)
Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans
Demonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and OKR management

Performance Indicators

Career Ladder

The Customer Success Operations Job Family would flow into the Director Customer Success Operations Job Family.

Hiring Process

Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process.

Selected candidates will be invited to schedule a 30min screening call with one of our Global Recruiters
Next, candidates will be invited to schedule a first interview with the Hiring Manager
Next, candidates will be invited to interview with 2-5 teammates
Finally, candidates may be asked to complete a final interview with our leadership team

Additional details about our process can be found on our hiring page.

About GitLab

GitLab Inc. is a company based on the GitLab open-source project. GitLab is a community project to which over 2,200 people worldwide have contributed. We are an active participant in this community, trying to serve its needs and lead by example. We have one vision: everyone can contribute to all digital content, and our mission is to change all creative work from read-only to read-write so that everyone can contribute.

We value results, transparency, sharing, freedom, efficiency, self-learning, frugality, collaboration, directness, kindness, diversity, inclusion and belonging, boring solutions, and quirkiness. If these values match your personality, work ethic, and personal goals, we encourage you to visit our primer to learn more. Open source is our culture, our way of life, our story, and what makes us truly unique.

Top 10 Reasons to Work for GitLab:

Mission: Everyone can contribute
Results: Fast growth, ambitious vision
Flexible Work Hours: Plan your day so you are there for other people & have time for personal interests
Transparency: Over 2,000 webpages in GitLab handbook, GitLab Unfiltered YouTube channel
Iteration: Empower people to be effective & have an impact, Merge Request rate, We dogfood our own product, Directly responsible individuals
Diversity, Inclusion & Belonging: A focus on gender parity, Team Member Resource Groups, other initiatives
Collaboration: Kindness, saying thanks, intentionally organize informal communication, no ego
Total Rewards: Competitive market rates for compensation, Equity compensation, global benefits (inclusive of office equipment)
Work/Life Harmony: Flexible workday, Family and Friends days
Remote Done Right: One of the world's largest all-remote companies, prolific inventor of remote best practices

See our culture page for more!

Work remotely from anywhere in the world. Curious to see what that looks like? Check out our remote manifesto and guides.

Last modified September 23, 2024: Fix broken links (d748cf8c)

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