CX Services Program Manager

CX Services Program Manager

Product Domain  |  Premium · Ultimate · DAP & AI Adoption

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.

As a CX Services Program Manager on the CX Services Portfolio team, you will own the complete customer journey for one of GitLab core product areas — Premium, Ultimate, or the GitLab Duo Agent Platform (DAP). That means owning the customer journey from how we guide customers from their first touchpoint all the way through deep platform adoption, paying careful attention to how we serve customers across every service capacity: scaled and digital motions (free resources, community, self-serve), Customer Success Tiers, Professional Services engagements, and Education and Training offerings. You will design, manage, and enable the services that move customers forward at every stage of that journey.

This is a role that sits at the intersection of product thinking, service design, and cross-functional influence. You do not deliver customer engagements — you build the offerings, frameworks, and enablement that allow GitLab PS, CS, and AE teams to do so at scale. You will act as the product manager for your product area tooling and collaborate on requirements with the CX Engineering Platform team, helping shape the CX Services Roadmap.

We expect everyone on this team to work with an AI-forward mindset — and we mean that in two directions. First, you will use AI actively in your own daily work: synthesizing research, drafting offer frameworks, writing requirements, and building enablement materials faster than would otherwise be possible. We are not looking for people who are curious about AI in theory. We want people who are already inside it — who have developed opinions about which tools work best for which tasks and can point to specific workflow changes that have made a real difference. Second, because we are designing services to help enterprise customers adopt AI at scale, the best people for these roles are the ones who understand that transformation firsthand.

You will partner with stakeholders at every level of the organization — from individual contributors in the field who deliver your services day-to-day, through to a cross-functional group of leaders shaping the CX Services Roadmap. The ability to communicate clearly and credibly across that full range is as important as the ability to design a great service.

This role reports to the Sr. Manager, CX Services Team.

• Own the end-to-end service portfolio for your assigned product area — offer design, pricing, BOM standards, lifecycle management, field enablement, and sunset decisions
• Map and continuously refine the complete customer journey for your product area, defining how customers are guided across scaled digital motions, Customer Success Tiers, Professional Services, and Education and Training
• Define measurable customer outcomes and value anchors for each offering, ensuring every service can clearly articulate what success looks like and how it is verified
• Act as product manager for your product area tooling requirements into the CX Engineering Platform team — 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 organizational range — from PSEs and CSMs who deliver your services in the field, through to VP-level PS and CS leadership and C-suite executives
• Collaborate with your peers across the CX Services Portfolio team to design consistent customer experiences and ensure services are properly sequenced across the customer lifecycle
• Create and maintain field enablement materials — playbooks, objection handling guides, Highspot pages, talk tracks, and training sessions — for CSMs, CSAs, PSEs, and AEs
• Use AI tools actively in your daily workflow to accelerate research, drafting, synthesis, and requirement writing — and contribute what you learn to the team shared AI practice
• Track service performance data including utilization rates, margin, and customer outcome achievement, and use insights to drive continuous portfolio improvement

• 7+ years of experience in professional services, customer success, solutions architecture, or product management at a SaaS company
• Demonstrated experience designing or managing service offerings — not just delivering them. You have written a scope of work, defined pricing, and built a delivery kit
• Strong understanding of DevOps, application development, SDLC, or security domains — you do not need GitLab product knowledge on day one, but you need the technical foundation to develop it quickly
• Technical depth sufficient to design credible services. You do not need to have delivered these engagements yourself, but you need to understand them well enough that the practitioners who do will trust your judgment
• Deep familiarity with AI/ML engineering workflows, LLM capabilities, and agentic systems — and the organizational change management required for enterprise AI adoption
• A demonstrated AI-forward working style — you actively use agentic coding and AI tools as part of your daily workflow. You have formed opinions about how these tools change the way you work, and you can walk us through a specific workflow you have built or discovered that materially changed your output quality or speed
• Proven ability to build trust and communicate effectively across the full stakeholder range — individual contributors, managers, directors, VPs, and C-suite — in a remote, async-first environment
• Commercial acumen: fluency in how professional services and subscription services are priced, packaged, and sold in an enterprise context
• Strong written communication skills: you can produce crisp executive summaries, clear requirements, and field-ready enablement materials without extensive editing

The CX Services Portfolio team sits within CX Engineering at GitLab. We are responsible for designing, enabling, and optimizing the service offerings that help customers achieve business outcomes across GitLab three modernization journeys: AI, Security, and DevOps. We do not deliver customer engagements directly — we build the frameworks, offerings, and enablement that allow our CSM, CSA, PSE, and AE teams to do so at scale. We work in close partnership with the CX Engineering Platform team, for whom we act as product managers, and with delivery organizations across Professional Services, Customer Success, and Education Services.

• 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

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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.