Senior Manager - Renewals and CS Operations
An overview of this role
The Senior Manager, Strategy and Analytics for Customer Success and Renewals is a critical leadership role responsible for driving strategic initiatives, leveraging data-driven insights, and fostering operational excellence across the global Customer Success and Renewal functions. This position requires a strong blend of strategic thinking, analytical prowess, and people leadership skills to optimize processes, guide decision-making, and directly impact GitLab's revenue retention and growth.
What you'll do
Serve as a strategic partner to Customer Success and Renewals leadership, driving long-range planning and high-impact initiatives
Leverage advanced analytics to uncover insights, identify opportunities, and guide strategic decision-making
Develop sophisticated business models, forecasts, and scenario analyses to support strategic planning and resource optimization
Drive alignment and accountability on critical CS and Renewals KPIs, including renewal rates, gross retention, and churn metrics
Collaborate with Finance, Sales, and Customer Success leadership to define and track key performance indicators
Communicate insights and recommendations to executive audiences through compelling data visualizations and narratives
Foster a data-driven culture and empower teams with self-service analytics and reporting capabilities
Manage, mentor, and develop a high-performing team of analysts and business strategists
Champion process improvement initiatives leveraging industry best practices and innovative approaches
Implement strong operational rigor and discipline in planning and executing team's work
Manage stakeholder relationships effectively, ensuring clear communication and alignment across all levels of the organization
What you'll bring
Proven track record of driving strategic initiatives and leveraging analytics to guide decision-making in Customer Success, Renewals, or similar revenue functions
Strong leadership skills with experience managing and developing high-performing analytics teams
Proficiency in SQL, data modeling, statistical analysis, and data visualization (Tableau, Looker)
Expertise in building complex financial models, forecasts, and scenario analyses
Exceptional problem-solving skills and ability to tackle ambiguous challenges with data-driven approaches
Compelling storytelling and data visualization abilities to drive action across analytical and non-analytical audiences
Business acumen to translate analysis into strategic recommendations and operational plans
Collaborative approach to partnering with cross-functional teams and driving alignment
Passion for enabling Customer Success and optimizing renewal processes
Prior experience working with large-scale data platforms (Snowflake, Redshift, BigQuery) preferred
Degree in a quantitative field (Business, Economics, Statistics, Computer Science, etc.) or equivalent experience required
How GitLab will support you
Home office support
Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.
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
The base salary range for this role’s listed level is currently for residents of listed locations only. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.
California/Colorado/Hawaii/New Jersey/New York/Washington/DC/Illinois/Minnesota pay range
$122,400—$214,000 USD
About the job
Apply for this position
Senior Manager - Renewals and CS Operations
An overview of this role
The Senior Manager, Strategy and Analytics for Customer Success and Renewals is a critical leadership role responsible for driving strategic initiatives, leveraging data-driven insights, and fostering operational excellence across the global Customer Success and Renewal functions. This position requires a strong blend of strategic thinking, analytical prowess, and people leadership skills to optimize processes, guide decision-making, and directly impact GitLab's revenue retention and growth.
What you'll do
Serve as a strategic partner to Customer Success and Renewals leadership, driving long-range planning and high-impact initiatives
Leverage advanced analytics to uncover insights, identify opportunities, and guide strategic decision-making
Develop sophisticated business models, forecasts, and scenario analyses to support strategic planning and resource optimization
Drive alignment and accountability on critical CS and Renewals KPIs, including renewal rates, gross retention, and churn metrics
Collaborate with Finance, Sales, and Customer Success leadership to define and track key performance indicators
Communicate insights and recommendations to executive audiences through compelling data visualizations and narratives
Foster a data-driven culture and empower teams with self-service analytics and reporting capabilities
Manage, mentor, and develop a high-performing team of analysts and business strategists
Champion process improvement initiatives leveraging industry best practices and innovative approaches
Implement strong operational rigor and discipline in planning and executing team's work
Manage stakeholder relationships effectively, ensuring clear communication and alignment across all levels of the organization
What you'll bring
Proven track record of driving strategic initiatives and leveraging analytics to guide decision-making in Customer Success, Renewals, or similar revenue functions
Strong leadership skills with experience managing and developing high-performing analytics teams
Proficiency in SQL, data modeling, statistical analysis, and data visualization (Tableau, Looker)
Expertise in building complex financial models, forecasts, and scenario analyses
Exceptional problem-solving skills and ability to tackle ambiguous challenges with data-driven approaches
Compelling storytelling and data visualization abilities to drive action across analytical and non-analytical audiences
Business acumen to translate analysis into strategic recommendations and operational plans
Collaborative approach to partnering with cross-functional teams and driving alignment
Passion for enabling Customer Success and optimizing renewal processes
Prior experience working with large-scale data platforms (Snowflake, Redshift, BigQuery) preferred
Degree in a quantitative field (Business, Economics, Statistics, Computer Science, etc.) or equivalent experience required
How GitLab will support you
Home office support
Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.
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
The base salary range for this role’s listed level is currently for residents of listed locations only. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.
California/Colorado/Hawaii/New Jersey/New York/Washington/DC/Illinois/Minnesota pay range
$122,400—$214,000 USD