CX Services Program Manager

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

• 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.

• 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.

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.

What We Do

GitLab is the Intelligent Orchestration Platform where software teams and their AI agents stay in flow to amplify their capacity for innovation. Together they automate repetitive tasks to plan build secure test deploy and maintain software. With GitLab software teams spend less time on coordination overhead and more time on the next big idea.What started in 2011 as an open source project to help one team of programmers collaborate is now the intelligent orchestration platform millions of people use to deliver software faster more efficiently while strengthening security and compliance.Since the beginning we've been firm believers in remote work open source DevSecOps and iteration. We get up and log on in the morning to work alongside the GitLab community to deliver new innovations every month that help teams and their AI agents ship great code faster.

Why Work With Us

GitLab is where careers accelerate innovation flourishes and every voice is valued. Co-create the future with us as we build technology that transforms how the world develops software.

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