The GitLab DevOps platform empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the world’s largest all-remote companies with 1,800+ team members and values that guide a culture where people embrace the belief that everyone can contribute.

Renewal Operations Vision

The Renewal Operations Team is responsible for providing forecast clarity, scoring renewal growth and retention likelihood, customer analytics, and developing retention action plans.

https://about.gitlab.com/job-families/sales/customer-success-operations/#manager-customer-success-operations 

Responsibilities

  1. Perform weekly, monthly and quarterly opportunity pipeline analysis, data validation and identify gaps and actions required
  2. Identify process automation and improvement opportunities and work with cross-functional teams to drive these initiatives
  3. Communicate regularly on business/team performance, making recommendations based on analysis of key performance areas
  4. Act on behalf of the leadership (e.g. drive global churn forecasting, identify direct and channel renewal improvements, forecasting mechanics evolution to incorporate customer health insights)
  5. Support the development and presentation of the business outcomes to stakeholders with a view to assisting them to drive performance in their areas (e.g. churn/upsell attribution etc)
  6. Provide critical business insights to Customer Success and Sales leadership based on business acumen and data analysis, be able to identify issues, recommend action plans and execute
  7. Drive culture of continuous improvement on performance, process, automation, and data accuracy
  8. Generate regular and ad-hoc business analysis for Customer Success and Sales Leadership to monitor performance across a range of key business drivers and Renewals Team performance, including direct and partner renewals

Requirements

  1. Progressive years leading Renewals and/or Operations teams
  2. Experience driving systems & tools related projects and enhancements
  3. Comfort with tools that create and house our data:
    • Salesforce: experience creating complex dashboards & reports, custom report types, calculated fields, workflows
    • Salesforce CPQ, Zuora, or other CPQ/Q2C tools
    • Sisense, Tableau, or other analysis / business intelligence software
  4. Experience with direct and channel renewal sales motions
  5. Exceptional quantitative and spreadsheet skills
  6. Excellent written and verbal communication skills
  7. Healthy skepticism and curiosity - seeks feedback with an open mind and strives for deeper understanding through data
  8. Self-starter that knows how to operate in ambiguity and prioritize task and resources
  9. Excellent problem solving, project management, interpersonal and organizational skills
  10. SaaS and B2B experience
  11. Interest in GitLab, and open source software
  12. You share our values and work in accordance with those values
  13. Ability to use GitLab
  14. Experience with agile/DevOps and/or SDLC process and/or tools is a plus
  15. Leadership at GitLab

Hiring Process

  • https://about.gitlab.com/handbook/hiring/

Compensation

To view the full job description and its compensation calculator, view our handbook. The compensation calculator can be found towards the bottom of the page.

Additional details about our process can be found on our hiring page.

 
Remote-Global

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.  

Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.

Apply for this Job

* Required
resume chosen  
(File types: pdf, doc, docx, txt, rtf)
cover_letter chosen  
(File types: pdf, doc, docx, txt, rtf)


Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in GitLab’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.