Sr. Manager, Practice Development - Customer Success

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Requirements:

• Proven experience in customer success, professional services, or practice development within the software or technology sector.
• Strong background in designing and scaling structured success programs, engagement models, and playbooks.
• Ability to drive alignment and adoption of best practices across globally distributed teams.
• Deep understanding of customer needs, business value drivers, and success measurement methodologies.
• Experience in defining and tracking KPIs to measure Success Tiers performance and effectiveness.
• Strong ability to communicate, train, and drive change across internal teams and stakeholders.
• Experience in working with go-to-market strategies, financial modeling, and revenue impact analysis for service offerings.
• Ability to develop long-term plans for evolving Success Tiers and adapting to market needs.
• Experience working cross-functionally with sales, product, finance, and operations teams to drive service adoption and execution.

Responsibilities:

• Define and evolve best practices for delivering paid success services, ensuring consistency and excellence across engagements.
• Develop methodologies, playbooks, toolkits, and training programs to support global delivery teams in executing success engagements.
• Establish scalable processes and frameworks that improve the predictability and effectiveness of our paid Success Tiers.
• Collaborate with product, sales, and customer success teams to design and refine service offerings that align with customer value expectations and desired outcomes.
• Define and implement key performance indicators (KPIs) to measure the impact and effectiveness of paid success engagements.
• Partner with stakeholders across Customer Success, Sales, and Product to refine onboarding, adoption, and value realization strategies.
• Work closely with business unit leaders to influence product roadmaps, success strategies, and customer engagement models.
• Leverage insights from the software and professional services industries to refine GitLab’s approach to customer success delivery.
• Engage with internal stakeholders such as finance, sales operations, and customer success leadership to drive alignment in service execution.
• Act as a subject matter expert, providing guidance on best practices in customer success, service delivery, and practice management.
• Mentor and develop team members, ensuring continuous improvement in skills and capabilities within the practice.