CX Services Program Manager Remote, United Kingdom

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.

GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.

CX Services Program Manager

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). You will design, manage, and enable the services that move customers forward at every stage of that journey.

We expect everyone on this team to work with an AI-forward mindset. You will use AI actively in your own daily work and help design services to help enterprise customers adopt AI at scale.

What you’ll do

• Own the end-to-end service portfolio for your assigned product area — offer design, pricing, BOM standards, lifecycle management, field enablement, and sunset decisions
• Map and continuously refine 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
• Define measurable customer outcomes and value anchors for each offering, ensuring every service can clearly articulate what success looks like and how it is verified
• Act 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
• Partner with PS Engineers, Customer Success, Project Managers, and Solution Architects to gather field input and translate it into refined or net-new service offerings
• Build and maintain 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
• Collaborate with your peers across the CX Services Portfolio team to design consistent customer experiences and ensure services are properly sequenced across the customer lifecycle
• Create and maintain field enablement materials — playbooks, objection handling guides, Highspot pages, talk tracks, and training sessions — for CSMs, CSAs, PSEs, and AEs
• Use AI tools actively in your daily workflow to accelerate research, drafting, synthesis, and requirement writing — and contribute what you learn to the team shared AI practice
• Track service performance data including utilization rates, margin, and customer outcome achievement, and use insights to drive continuous portfolio improvement

What you’ll bring

• 7+ years of experience in professional services, customer success, solutions architecture, or product management at a SaaS company
• 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
• Technical depth sufficient to design credible services
• Deep familiarity with AI/ML engineering workflows, LLM capabilities, and agentic systems — and organizational change management for enterprise AI adoption
• A demonstrated AI-forward working style — you actively use agentic coding and AI tools as part of your daily workflow and can explain a workflow 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 crisp executive summaries, clear requirements, and field-ready enablement materials without extensive editing

About the team

The CX Services Portfolio team sits within CX Engineering at GitLab. We are responsible for designing, enabling, and optimizing the service offerings that help customers achieve business outcomes across GitLab three modernization journeys: AI, Security, and DevOps. We do not deliver customer engagements directly — we build the frameworks, offerings, and enablement that allow our CSM, CSA, PSE, and AE teams to do so at scale. We work in close partnership with the CX Engineering Platform team, for whom we act as product managers, and with delivery organizations across Professional Services, Customer Success, and Education Services.

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.

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.

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