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.

An overview of this role

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.