CX Services Program Manager

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 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.

What you’ll bring

• 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.

About the team

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.