Senior Manager, Customer Experience Operations
New
G
GitLabDevSecOps
Remote, USFull-TimeManager
Salary139,200 - 208,800 USD per year
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Job Details
- Required Skills
- Salesforce
Requirements
- Demonstrated progressive experience across Customer Success, Renewals, and Professional Services operations
- Proven people management experience in a fast-paced SaaS environment
- Fluency with Gainsight, Salesforce, and PS project management platforms like Kantata
- Working knowledge of PS financial operations, margin tracking, and revenue recognition
- Ability to lead cross-functional initiatives and influence without direct authority
- Comfort building and improving foundational operational processes in a scaling environment
Responsibilities
- 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 systems including Gainsight and Salesforce
- Partner 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 on renewal rates, churn, and PS utilization
- Lead and contribute to PS financial operations, including project-level margin tracking and rate card management
- Drive improvement in PS and CSM bookings and revenue forecasting processes
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