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About GitLab
GitLab is a leading DevSecOps platform trusted by over 50 million users and more than 50% of the Fortune 100. The platform helps organizations accelerate software delivery, improve security, and enhance operational efficiency.
GitLab operates as a remote-first company, embracing AI as a core productivity driver. Its culture emphasizes transparency, collaboration, and continuous innovation, empowering employees to solve complex global challenges.
Role Overview
GitLab is seeking a CX Services Program Manager to design and scale customer experience services across key product offerings, including Premium, Ultimate, and AI-powered solutions.
Company: GitLab
Location: Remote (Global)
Job Type: Full-Time
Work Setup: Fully Remote (Location-based eligibility may apply)
This role sits at the intersection of customer experience, product strategy, and service design, focusing on how customers adopt and succeed with GitLab’s platform. Rather than delivering services directly, you will design frameworks, tools, and enablement strategies that empower teams to deliver consistent, high-quality customer experiences at scale.
Key Responsibilities
Service Design & Portfolio Ownership
- Own the end-to-end services portfolio for a specific product domain
- Define service offerings, pricing models, and lifecycle management
- Establish standards for delivery, enablement, and service evolution
Customer Journey Optimization
- Map and continuously improve the customer journey
- Design scalable experiences across:
- Digital platforms
- Customer Success programs
- Professional Services
- Education & Training
Product & Tooling Collaboration
- Act as a product manager for CX-related tooling
- Partner with engineering teams on requirements, backlog, and testing
- Improve service delivery efficiency and adoption
Stakeholder Collaboration
- Work cross-functionally with teams across Customer Success, Product, and Engineering
- Build strong relationships with both operational teams and senior leadership
- Align services with broader company strategy
Enablement & Documentation
- Develop playbooks, training materials, and customer engagement frameworks
- Create clear messaging, talk tracks, and onboarding resources
- Improve readiness and consistency across teams
Candidate Profile
Required Experience
- Strong background in SaaS environments
- Experience in one or more of the following:
- Customer Success
- Professional Services
- Product Management
- Solutions Architecture
- Solid understanding of DevOps, software development lifecycle, or security concepts
Technical & AI Capabilities
- Familiarity with AI/ML workflows and large language models
- Experience applying AI tools to improve workflows, research, or delivery
- Ability to design scalable solutions in a technical product environment
Core Skills
- Excellent stakeholder management and communication skills
- Strong writing and documentation abilities
- Ability to work independently in a remote, asynchronous environment
- Strategic thinking combined with hands-on execution
About the Team
The CX Services team at GitLab is part of CX Engineering and focuses on building scalable service frameworks that help customers achieve business outcomes.
The team collaborates across:
- Customer Success
- Professional Services
- Education Services
- Engineering
Their goal is to create consistent, high-impact customer experiences that support adoption, growth, and long-term success.
Benefits & Perks
GitLab offers a comprehensive benefits package, including:
- Flexible Paid Time Off
- Equity Compensation & Employee Stock Purchase Plan
- Growth & Development Fund
- Parental Leave
- Home Office Support
- Employee Resource Groups
Why Join GitLab?
- Work at a globally recognized remote-first tech company
- Be part of cutting-edge innovation in AI, DevOps, and SaaS
- Influence how customers experience and adopt technology at scale
- Collaborate with global teams solving complex challenges
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Application Process
Interested candidates should apply through GitLab’s official careers platform.
💡 GitLab encourages applications from candidates of diverse backgrounds—even if you don’t meet every requirement.
Diversity & Inclusion
GitLab is an equal opportunity employer committed to building an inclusive and diverse workforce. All employment decisions are based on merit, qualifications, and business needs.
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