Customer Success Operations

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

Associate Customer Success Operations Analyst

The Associate Customer Success Operations Analyst reports to the Manager, Customer Success Operations.

Job Grade

The Associate Customer Success Operations Analyst 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, mid-market, and SMB 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)

The Customer Success Operations Analyst (Associate) reports to the Manager, Customer Success Operations.

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, mid-market, and SMB 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
• 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

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

Job Grade

The Customer Success Operations Analyst (Senior) 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

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

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

• SMAU
• CSAT
• PNPS
• Churn & customer retention metrics

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.

Compensation

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, Friends and Family 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!