Senior Customer Success Operations Analyst

An overview of this role

As a Senior Customer Success Operations Specialist at GitLab, you'll play a central role in helping our Customer Success organization scale with clear systems, reliable data, and effective operational processes. You'll oversee Gainsight and related Customer Success architecture while partnering closely with Customer Success, Strategy and Operations, and other go-to-market teams to enable how we engage customers across their journey. In this role, you'll help shape operational best practices, improve how teams use data to make decisions, and deliver reporting that supports both current priorities and future business needs. You'll do this in GitLab's all-remote, values-driven environment, where documentation, iteration, and cross-functional work help teams move with clarity and purpose.

What you’ll do

• Oversee Gainsight and related Customer Success systems architecture to support scalable team workflows.
• Guide cross-functional initiatives that improve Customer Success operations and strengthen alignment with broader go-to-market teams.
• Deliver data views and reporting that map to current business needs while helping the organization prepare for future needs.
• Influence the maturity of Strategy and Operations delivery through the development and testing of best practices.
• Partner with stakeholders to refine operational issues, improve processes, and support effective deployments.
• Help improve reporting formats, operational workflows, and system usage to increase efficiency and visibility.
• Work cross-functionally with senior stakeholders to define data needs clearly and translate them into actionable operational solutions.
• Contribute to documentation and operational clarity so processes are easy for teams to understand and use in an asynchronous environment.

What you’ll bring

• Experience supporting Customer Success organizations through operations, systems, or program ownership.
• Experience building and maintaining tools such as Gainsight, Salesforce, Mavenlink, and/or other Customer Success and Professional Services systems.
• Strong data analysis skills and the ability to connect business questions to practical system, process, and reporting solutions.
• Relevant ownership of program management and/or operations work across multiple stakeholders and priorities.
• Strong business acumen across go-to-market teams and strategies.
• Strong skills in data systems, reporting, and visualization.
• Ability to work cross-functionally with senior stakeholders to facilitate clear definitions of data needs and desired outcomes.
• Comfort working in an all-remote, asynchronous environment with a high level of ownership, iteration, and transparency, and familiarity with Customer Success Management systems administration or related architecture work.

About the team

The Customer Success Operations team helps GitLab scale the systems, processes, and reporting that enable strong customer outcomes. The team works across Customer Success and with partner teams to improve operational efficiency, increase visibility into customer engagement, and make it easier for the business to act on customer data. This work includes improving lifecycle processes, tooling and automation, and helping managers better interpret adoption, sentiment, advocacy, and business results such as renewals, expansion, churn, and retention. You'll join a globally distributed team that values clear documentation, thoughtful cross-functional work, and practical solutions that help Customer Success teams work more effectively at scale.