Senior Manager, Renewals and CS Operations

GitLab is an open-core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating human progress. Our platform unites teams and organizations, breaking down barriers and redefining what's possible in software development. Thanks to products like Duo Enterprise and Duo Agent Platform, customers get AI benefits at every stage of the SDLC. 

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. 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.

 

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

• Benefits to support your health, finances, and well-being
• Flexible Paid Time Off 
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental leave 
• 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.

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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.