CX Services Program Manager

As a CX Services Program Manager on the CX Services Portfolio team, you will own the complete customer journey for one of GitLab's core product areas , Premium, Ultimate, or the GitLab Duo Agent Platform (DAP).

This is a role that sits at the intersection of product thinking, service design, and cross-functional influence. You will design, manage, and enable the services that move customers forward at every stage of that journey.

Your responsibilities will include:

• Owning the end-to-end service portfolio for your assigned product area , offer design, pricing, BOM standards, lifecycle management, field enablement, and sunset decisions
• Mapping and continuously refining 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
• Defining measurable customer outcomes and value anchors for each offering, ensuring every service can clearly articulate what success looks like and how it is verified
• Acting 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
• Partnering with PS Engineers, Customer Success, Project Managers, and Solution Architects to gather field input and translate it into refined or net-new service offerings
• Building and maintaining 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
• Collaborating with your peers across the CX Services Portfolio team to design consistent customer experiences and ensure services are properly sequenced across the customer lifecycle
• Creating and maintaining field enablement materials , playbooks, objection handling guides, Highspot pages, talk tracks, and training sessions , for CSMs, CSAs, PSEs, and AEs
• Using AI tools actively in your daily workflow to accelerate research, drafting, synthesis, and requirement writing , and contributing what you learn to the team shared AI practice

To succeed in this role, you will need:

• 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 clear, concise, and compelling content that resonates with diverse audiences

If you're passionate about designing and delivering exceptional customer experiences, and you have a strong background in professional services, customer success, or product management, we encourage you to apply for this exciting opportunity.