Senior Customer Success Operations Analyst

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.

• 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.

• 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.

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.

What We Do

GitLab is an open core software company that develops the most comprehensive DevSecOps Platform used by more than 100000 organizations. Our mission makes it clear that we believe in a world where everyone can contribute. We make that possible at GitLab by running our operations on our product and staying aligned with our values. We strive to create a transparent environment where all team members around the world feel that their voices are heard and welcomed. We also aim to be a place where people can show up as their full selves each day and contribute their best.

Why Work With Us

We’ve got big ambitions to make GitLab the most comprehensive AI-powered DevSecOps platform and need skilled contributors to get us there. At GitLab your contributions shape the future of software development at a time when AI is changing the way software is built. Together we're building the most comprehensive AI-powered DevSecOps platform.

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