Senior Manager, Practice Development, Customer Success - Remote

Overview

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.

In Short

• Establish repeatable, scalable engagement models for paid success services.
• Define service delivery methodologies that align with business outcomes.
• Create and maintain a library of best practices, frameworks, and tools for global delivery teams.
• Partner with customer-facing teams to refine and improve adoption strategies.
• Standardize performance metrics and quality benchmarks.
• Develop methodologies, playbooks, and training programs.
• Collaborate with teams to design and refine service offerings.
• Define and implement key performance indicators (KPIs).
• Mentor and develop team members.
• Act as a subject matter expert in customer success.

Requirements

• Proven experience in customer success or practice development within the software sector.
• Strong background in designing structured success programs.
• Ability to drive alignment across globally distributed teams.
• Deep understanding of customer needs and success measurement methodologies.
• Experience in defining and tracking KPIs.
• Strong communication and change management skills.
• Experience with go-to-market strategies and revenue impact analysis.
• Strategic thinking for evolving Success Tiers.
• Experience working cross-functionally with various teams.
• Ability to mentor and develop team members.

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.