CX Services Program Manager at Gitlab

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. *Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab. An overview of this role At GitLab, the CX Services Program Manager helps shape how customers experience and adopt one of our core product areas: Premium, Ultimate, or GitLab Duo Agent Platform (DAP). In this role, you'll own the end-to-end customer journey for your assigned domain, from first touchpoint through deeper platform adoption, with a focus on how customers are served through scaled and digital experiences, Customer Success tiers, Professional Services, and Education and Training. You'll sit at the intersection of service design, product thinking, and cross-functional work. Rather than delivering customer engagements directly, you'll design the offerings, frameworks, tooling requirements, and enablement that help field teams deliver those services effectively at scale. You'll also partner closely with the CX Engineering Platform team to help shape the CX Services roadmap for your area. This role is a strong fit for someone who brings an AI-forward working style and can apply it in practical ways, whether that means accelerating research, drafting requirements, building enablement, or improving how services are designed. You'll work across a broad set of stakeholders, from practitioners in the field to senior leadership, and help ensure GitLab services make it easier for customers to achieve meaningful outcomes with our platform. Some examples of our projects: • Designing and evolving service offerings, delivery frameworks, and enablement for a specific product domain across the customer lifecycle • Translating field feedback and customer needs into tooling requirements, service improvements, and scalable adoption paths for GitLab customers What you’ll do • Own the end-to-end services portfolio for your assigned product area, including offer design, pricing, bill of materials standards, lifecycle management, field enablement, and sunset decisions. • Map and continuously improve the customer journey for your product domain, defining how customers move across digital experiences, Customer Success tiers, Professional Services, and Education and Training. • Define clear customer outcomes and value anchors for each offering so teams can communicate success consistently and track adoption, utilization, or expansion against agreed measures. • Act as the product manager for tooling requirements related to your domain by partnering with the CX Engineering Platform team on requirements, backlog management, prototype reviews, and user acceptance testing to improve service delivery efficiency and user adoption. • Build and maintain strong working relationships across the organization, from team members who deliver services day to day to senior managers shaping broader CX Services priorities. • Partner with peers across the CX Services team to create consistent service experiences and ensure offerings are sequenced effectively across the customer lifecycle. • Create and maintain field enablement materials such as playbooks, talk tracks, objection handling guides, and training resources that help teams deliver services at scale and improve readiness, consistency, and time to delivery. What you’ll bring • Significant experience in professional services, customer success, solutions architecture, or product management within a SaaS environment. • Strong foundation in DevOps, application development, software development lifecycle, or security concepts, with the ability to apply that knowledge when designing credible services for a technical product space. • Familiarity with AI and machine learning workflows, large language model capabilities, and agent-based systems, especially in the context of enterprise adoption and change management. • A clearly AI-forward approach to work, with practical experience using AI tools to improve speed, quality, synthesis, or prioritization in your day-to-day responsibilities. • Strong communication and stakeholder management skills, with the ability to work effectively across a remote, asynchronous organization and adapt your message for different audiences. • Strong writing skills, including the ability to create clear requirements, concise summaries, and field-ready materials with minimal revision. About the team The CX Services team is part of CX Engineering at GitLab. We design, enable, and improve the service offerings that help customers achieve business outcomes across GitLab's modernization journeys, including AI, Security, and DevOps. Our focus is on building the structures that let customer-facing teams deliver consistent, scalable services. You'll work with a team that links strategy to execution by turning customer needs, field insight, and product direction into practical services and internal capabilities. We partner closely with organizations across Professional Services, Customer Success, Education Services, and CX Engineering Platform, helping create a more consistent customer experience across the lifecycle. We're a good team for someone who enjoys solving problems that require both systems thinking and cross-functional work, especially in a company that values transparency, iteration, and asynchronous work. Our work is cross-functional, outcome-oriented, and closely tied to how we help customers adopt the platform more effectively at scale. How GitLab will support you • Benefits to support your health, finances, and well-being • Flexible Paid Time Off • Team Member Resource Groups • Equity Compensation & Employee Stock Purchase Plan • Growth and Development Fund • Parental leave • Home office support Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application. Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process. Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us. GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.