CX Services Program Manager

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. * Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab. An overview of this role 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 What you’ll do 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 organizati ... (truncated, view full listing at source)