Senior Manager, Engagement Manager - AMER

An overview of this role

As a Senior Manager of Engagement Management, you'll lead a team of Engagement Managers who drive Professional Services sales and help GitLab customers realize value from our platform. You’ll be accountable for regional services bookings targets across the Americas. You’ll guide your team to align Professional Services offerings with customer outcomes while partnering closely with Sales, Solutions Architecture, and Customer Success. You’ll develop and iterate strategies that accelerate time to value for a broad portfolio of enterprise and commercial customers and ensure accurate, timely forecasting. You’ll also assess team capacity on an ongoing basis to inform hiring needs. You’ll coach team members on the full sales cycle for Professional Services, from pipeline generation and scoping to negotiation and closing. You’ll also create an environment where the team is motivated to improve how we sell and deliver services at scale.

Some examples of our projects:

• Leading the Engagement Management team to meet Professional Services bookings goals in the Americas, including building accurate weekly bookings forecasts and aligning with Sales leadership on territory performance
• Developing and refining strategies for proactive Professional Services positioning, including SKU-based selling, estimation standards, and sales motions that improve time to value for customers while supporting GitLab’s subscription-based business model

What you'll do

• Lead, coach, and develop a high-performing team of Engagement Managers focused on Professional Services consultative selling and aligning services with customer outcomes across the Americas
• Own Professional Services bookings goals within your region, including timely, accurate weekly bookings forecasts and clear communication of performance, risks, and opportunities
• Drive territory and account coverage strategy by distributing customer opportunities across the team to ensure effective geographic and segment coverage
• Partner closely with Sales, Solutions Architecture, and Customer Success leadership to align on account strategies, pipeline health, and services positioning throughout the sales cycle
• Provide strategic proposals and recommendations to senior leadership on how to organize and align the Engagement Management team with Sales and Customer Success to accelerate time to value for customers
• Coach Engagement Managers on pipeline generation, qualification, discovery, scoping, estimation, statement of work (SOW) creation, negotiation, and closing to support consistent, scalable Professional Services sales motions
• Guide and, when needed, directly support high-impact or complex negotiations, applying win-win and give-to-get approaches and taking ownership of resolving escalations and impasses
• Build and maintain development and enablement plans so Engagement Managers stay current on GitLab product releases, value selling approaches, and the processes and tools needed to be effective in a subscription-based business model, including on-premises and SaaS solutions

What you'll bring

• Background in professional services, customer success, or sales leadership, with experience managing teams that drive services sales and customer outcomes
• Experience leading or delivering professional services in a subscription-based business model, including on-premises and SaaS solutions
• Experience partnering with Account Executives and cross-functional stakeholders (such as Solutions Architecture and Customer Success) to position professional services, present solutions, and align on implementation approaches during the sales process
• Ability to analyze pipeline, bookings, and forecast data to assess performance, inform strategy, and ensure timely and accurate reporting within your area of responsibility
• Skill in planning and managing team capacity, balancing opportunity distribution, and coordinating with multiple managers and leaders across regions or segments
• Proven experience developing and executing strategies that grow professional services bookings, accelerate time to value, and scale standardized selling motions (for example, SKU-based services vs custom engagements)
• Strong communication and coaching skills with the ability to guide team members on discovery, scoping, estimation, proposal and statement of work creation, negotiation, and closing
• Ability to work independently and collaboratively in a distributed team, with a continuous improvement mindset and openness to refining processes, tools, and methodologies

About the team

The Engagement Management team sits within the Professional Services function and supports GitLab’s enterprise and commercial customers across the Americas. The team partners with Sales, Solutions Architecture, Customer Success, and Professional Services Delivery to shape and sell services engagements that support adoption of the GitLab platform and align services to each customer’s goals. Working as a distributed, customer-facing team, we collaborate asynchronously across time zones, document our approach in the handbook, and iterate based on feedback and data to continuously improve how we work. Current priorities include strengthening collaboration and alignment with Sales and Customer Success leadership, standardizing estimation and proposal patterns, and scaling a consultative Professional Services sales motion that supports GitLab’s long-term growth.