Senior Manager - Practice Development - Customer Success

March 7

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GitLab

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GitLab is a complete DevOps platform, delivered as a single application, fundamentally changing the way Development, Security, and Ops teams collaborate and build software. From idea to production, GitLab helps teams improve cycle time from weeks to minutes, reduce development costs and time to market while increasing developer productivity.

1001 - 5000 employees

💰 Secondary Market on 2020-11

📋 Description

•As the Sr. Manager, Practice Development, Customer Success at GitLab, you will be responsible for the practice development of our paid Success Tiers, ensuring scalable and consistent world-class customer experiences and measurable outcomes. •You will act as a center of excellence, developing and standardizing methodologies, playbooks, frameworks, and enablement materials that empower our global delivery teams. •Over time, you will build and manage a team dedicated to driving delivery excellence, ensuring consistency and efficiency in our paid success offerings. •This role reports directly to the VP of Customer Success and plays a critical role in achieving GitLab’s growth and retention goals. •The Sr. Manager, Practice Development, Customer Success will be responsible for defining and evolving best practices in customer success service delivery, leveraging insights from the software and professional services industries. •You will create and refine structured engagement models, success frameworks, and service blueprints that drive measurable customer value. •A key aspect of this role is ensuring that GitLab’s paid success tiers remain differentiated, scalable, and aligned with customer needs across industries and geographies. •Establishing repeatable, scalable engagement models for paid success services. •Defining service delivery methodologies that align with business outcomes. •Creating and maintaining a library of best practices, frameworks, and tools for global delivery teams. •Partnering with the customer-facing teams to refine and improve the adoption strategies and value realization methodologies. •Standardizing performance metrics and quality benchmarks to measure service effectiveness and impact.

🎯 Requirements

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

🏖️ Benefits

•Benefits to support your health, finances, and well-being •All remote, asynchronous work environment •Flexible PTO (paid time off) •Team Member Resource Groups •Equity Compensation & Employee Stock Purchase Plan •Growth and development budget •Parental leave •Home office support