CX Services Program Manager

• Own the complete customer journey for one of GitLab core product areas from first touchpoint through deep platform adoption. • Design, manage, and enable the services that move customers forward at every stage of the journey across scaled digital motions, Customer Success Tiers, Professional Services, and Education and Training. • Sit at the intersection of product thinking, service design, and cross-functional influence at a company trusted by more than 50 million registered users.

• Have 7 or more years of experience in professional services, customer success, solutions architecture, or product management at a SaaS company. • Have demonstrated experience designing or managing service offerings not just delivering them, including writing scopes of work, defining pricing, and building delivery kits. • Have a strong understanding of DevOps, application development, SDLC, or security domains. • Have technical depth sufficient to design credible services that practitioners will trust. • Have deep familiarity with AI and ML engineering workflows, LLM capabilities, and agentic systems. • Have a demonstrated AI-forward working style actively using agentic coding and AI tools as part of daily workflow. • Have proven ability to build trust and communicate effectively across the full stakeholder range from individual contributors to C-suite in a remote async-first environment. • Have commercial acumen with fluency in how professional services and subscription services are priced, packaged, and sold in an enterprise context. • Have strong written communication skills producing crisp executive summaries, clear requirements, and field-ready enablement materials.

• Have existing GitLab product knowledge. • Have experience with enterprise AI adoption and change management. • Have experience acting as product manager for internal tooling. • Have experience building enablement materials such as playbooks, talk tracks, and training sessions at scale.

• Own the end-to-end service portfolio for an assigned product area including offer design, pricing, BOM standards, lifecycle management, field enablement, and sunset decisions. • Map and continuously refine the complete customer journey defining how customers are guided across all service capacities. • Define measurable customer outcomes and value anchors for each offering. • Act as product manager for product area tooling requirements writing requirements, reviewing prototypes, managing a backlog, and conducting UAT. • Partner with PS Engineers, Customer Success, Project Managers, and Solution Architects to gather field input and translate it into refined or net-new service offerings. • Build and maintain relationships with stakeholders across the full organisational range. • Create and maintain field enablement materials including playbooks, objection handling guides, Highspot pages, talk tracks, and training sessions. • Track service performance data including utilisation rates, margin, and customer outcome achievement.

• Work fully remote from the UK. • Receive flexible paid time off. • Receive equity compensation and access to the Employee Stock Purchase Plan. • Access a growth and development fund. • Benefit from parental leave. • Receive home office support.

GitLab is the intelligent orchestration platform for DevSecOps enabling organisations 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.