Sr. Manager, Sales Operations
Lead operational teams across Customer Success, Renewals, and Professional Services at GitLab. Manage forecasting, financial operations, reporting, and systems including Gainsight and Salesforce while developing a distributed operations team.
What You’ll Do
- 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
- Build and maintain strong cross-functional partnerships with Revenue Strategy & Operations, Finance, and Sales to operationalize go-to-market initiatives
- Establish and maintain operational cadences including forecast reviews, renewal health reporting, and pipeline hygiene
- 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
- Support PS portfolio and offering management, including service catalog governance, pricing and packaging currency
What You’ll Bring
- Demonstrated progressive experience across Customer Success operations, Renewals operations, and Professional Services operations
- Proven people management experience, including the ability to develop and retain a distributed team in a fast-paced SaaS environment
- Fluency with Customer Success and Professional Services systems including Gainsight, Salesforce, and PS project management platforms such as Kantata
- Working knowledge of PS financial operations, including margin tracking, rate card structures, and revenue recognition considerations
- Demonstrated ability to lead cross-functional initiatives, influence without direct authority, and translate ambiguous business questions into clear process, reporting, or systems solutions
- Comfort building and improving foundational operational processes in a scaling environment
Benefits
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental Leave
- Home office support
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