Senior Customer Success Operations Analyst

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.

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An overview of this role

As a Senior Customer Success Operations Specialist at GitLab, you'll play a central role in helping our Customer Success organization scale with clear systems, reliable data, and effective operational processes. You'll oversee Gainsight and related Customer Success architecture while partnering closely with Customer Success, Strategy and Operations, and other go-to-market teams to enable how we engage customers across their journey. In this role, you'll help shape operational best practices, improve how teams use data to make decisions, and deliver reporting that supports both current priorities and future business needs. You'll do this in GitLab's all-remote, values-driven environment, where documentation, iteration, and cross-functional work help teams move with clarity and purpose.

What you’ll do

• Oversee Gainsight and related Customer Success systems architecture to support scalable team workflows.
• Guide cross-functional initiatives that improve Customer Success operations and strengthen alignment with broader go-to-market teams.
• Deliver data views and reporting that map to current business needs while helping the organization prepare for future needs.
• Influence the maturity of Strategy and Operations delivery through the development and testing of best practices.
• Partner with stakeholders to refine operational issues, improve processes, and support effective deployments.
• Help improve reporting formats, operational workflows, and system usage to increase efficiency and visibility.
• Work cross-functionally with senior stakeholders to define data needs clearly and translate them into actionable operational solutions.
• Contribute to documentation and operational clarity so processes are easy for teams to understand and use in an asynchronous environment.

What you’ll bring

• Experience supporting Customer Success organizations through operations, systems, or program ownership.
• Experience building and maintaining tools such as Gainsight, Salesforce, Mavenlink, and/or other Customer Success and Professional Services systems.
• Strong data analysis skills and the ability to connect business questions to practical system, process, and reporting solutions.
• Relevant ownership of program management and/or operations work across multiple stakeholders and priorities.
• Strong business acumen across go-to-market teams and strategies.
• Strong skills in data systems, reporting, and visualization.
• Ability to work cross-functionally with senior stakeholders to facilitate clear definitions of data needs and desired outcomes.
• Comfort working in an all-remote, asynchronous environment with a high level of ownership, iteration, and transparency, and familiarity with Customer Success Management systems administration or related architecture work.
• Preference for CST/EST timezones to support EMEA

About the team

The Customer Success Operations team helps GitLab scale the systems, processes, and reporting that enable strong customer outcomes. The team works across Customer Success and with partner teams to improve operational efficiency, increase visibility into customer engagement, and make it easier for the business to act on customer data. This work includes improving lifecycle processes, tooling and automation, and helping managers better interpret adoption, sentiment, advocacy, and business results such as renewals, expansion, churn, and retention. You'll join a globally distributed team that values clear documentation, thoughtful cross-functional work, and practical solutions that help Customer Success teams work more effectively at scale.

The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.

United States Salary Range

$87,400—$187,200 USD

How GitLab Supports Full-Time Employees

• 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.  

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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.