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 scalable engagement models for paid success services.
• Define service delivery methodologies aligned with business outcomes.
• Create a library of best practices and tools for global delivery teams.
• Partner with customer-facing teams to improve adoption strategies.
• Standardize performance metrics to measure service effectiveness.

Requirements

• Experience in customer success or practice development in 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.
• Experience in defining and tracking KPIs for performance measurement.

Benefits

• All remote, asynchronous work environment.
• Flexible PTO (paid time off).
• Equity Compensation & Employee Stock Purchase Plan.
• Growth and development budget.
• Home office support.