Program Manager, Customer Success Strategy & Operations

Levels

Program Manager, Customer Success Strategy & Operations

Job Grade

The Program Manager, Customer Success Strategy & Operations is a Grade 6.

Responsibilities

• Define, lead, and track strategic and operational programs to successful completion
• Develop and deliver GTM initiatives to improve the effectiveness and efficiency of sales and adoption capabilities for GitLab prospects and customer with data and analytics, including:
  • Customer journey development, including handoffs
  • Lifecycle management processes and playbooks
  • Digital journey development, content creation and curation, and metrics
  • Go-to-market (GTM) and/or adoption campaigns, including collaboration with Marketing, Product / Growth, Data Teams, and Sales Operations
  • Processes and playbooks for Solution Architect, Customer Success Manager, Professional Services, and Renewal Managers
• Represent CSM and customers in cross functional programs / workstreams focused on customer experience initiatives
• Translate customer feedback data and survey results into program attributes that drive new customer impact and outcomes
• Successful execution of Global Customer Success GTM strategy
• Drive global CS use of Gainsight

Requirements

• Progressive years of experience driving customer success development with a high-growth global company
• Demonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and OKR management
• Experienced leading cross-functional initiatives in mid-sized organizations (i.e., 500+ employees)
• Demonstrated progressive experience with operations or related experience with a technical SaaS or subscription software service
• Experience with deploying usage data/product analytics projects
• Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans
• Experienced administrator of Gainsight and CRM software (Salesforce preferred)
• Experience with software development tools, practices, and methodologies is a plus
• Ability to use GitLab
• Ability to learn GitLab as part of the role
• You share our values, and work in accordance with those values
• Leadership at GitLab
• You are obsessed with making customers happy

Senior Program Manager, Customer Success Strategy & Operations

Job Grade

The Senior Program Manager, Customer Success Strategy & Operations is a Grade 7.

Responsibilities

• Extends that of the Program Manager, Customer Success Strategy & Operations responsibilities
• Develop and deliver GTM initiatives to improve the effectiveness and efficiency of sales and adoption capabilities for GitLab prospects and customer with data and analytics, including:
  • Fiscal year planning
  • Customer escalation and at-risk programs
  • Customer journey development, including handoffs
  • Lifecycle management processes and playbooks
  • Digital journey development, content creation and curation, and metrics
  • Customer Health Scoring
  • Go-to-market (GTM) and/or adoption campaigns, including collaboration with Marketing, Product / Growth, Data Teams, and Sales Operations
  • Processes and playbooks for Solution Architect, Customer Success Manager, Professional Services, and Renewal Managers
• Own partnership with Product, bringing “voice of customer” to Product teams, including interlock, reporting, metrics, and facilitating customer engagement (e.g., surveys, interviews, etc.)
• Define systems and tools requirements that improve CSM visibility into customer information and overall customer performance

Requirements

• Extends that of the Program Manager, Customer Success Strategy & Operations requirements
• Excellent presentation skills with executive awareness
• Experienced leading cross-functional initiatives in mid-sized or large organizations (i.e., 1000+ employees)
• Intermediate Gainsight administration experience or Level 2 certification as a strategic guide to leadership
• Ensure CS initiatives and programs are communicated, aligned, implemented and measured cross functionally for bi-directional knowledge sharing to support global standardization
• Experience with technical products. Understanding of SLDC, software development tools, agile, and/or DevOps preferred.
• Deep empathy for our audience of developers and IT leaders
• Project management mindset and experienced with cross-functional collaboration

Staff Program Manager, Customer Success Strategy & Operations

Job Grade

The Staff Program Manager, Customer Success Strategy & Operations is a Grade 8.

Responsibilities

• Extends that of the Program Manager, Customer Success Strategy & Operations responsibilities
• Take on a bigger role with leading simultaneous CS initiatives as the DRI with driving steerco meetings
• Provide clear and frequent communications (docs, decks, presentations) to executives with clear proposals, insights, and recommendations
• Design and develop annual and multi-year Customer Success strategies
• Act as the strategic advisor to CS leadership through strategy development and deep area expertise

Requirements

• Extends that of the Senior Program Manager, Customer Success Strategy & Operations requirements
• Experienced in leading internal steerco meetings to arrive at a successful and on-time outcomes
• Unflappable presentation and demo delivery with executive awareness
• Experienced leading cross-functional initiatives in large organizations (i.e., 2000+ employees)

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:

1. Mission: Everyone can contribute
2. Results: Fast growth, ambitious vision
3. Flexible Work Hours: Plan your day so you are there for other people & have time for personal interests
4. Transparency: Over 2,000 webpages in GitLab handbook, GitLab Unfiltered YouTube channel
5. Iteration: Empower people to be effective & have an impact, Merge Request rate, We dogfood our own product, Directly responsible individuals
6. Diversity, Inclusion & Belonging: A focus on gender parity, Team Member Resource Groups, other initiatives
7. Collaboration: Kindness, saying thanks, intentionally organize informal communication, no ego
8. Total Rewards: Competitive market rates for compensation, Equity compensation, global benefits (inclusive of office equipment)
9. Work/Life Harmony: Flexible workday, Family and Friends days
10. 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.

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