Director, Customer Support Systems

Details

As the Director, Customer Support Systems, you will lead the technology strategy that supports GitLab's global post-sales organization. You will take ownership of the systems that power Customer Success, Support, and Community workflows, with a strong focus on the Zendesk platform and the broader support technology ecosystem. Reporting to the Vice President of Business Systems, you will help shape a reliable, scalable foundation for how GitLab serves customers after the sale.

Responsibilities

• Lead the strategy, architecture, and execution for the technology ecosystem that supports GitLab's global Customer Success, Support, and Community functions.
• Define and deliver a multi-year roadmap for post-sales systems aligned with business goals and measured through retention, expansion, and customer experience outcomes.
• Take operational ownership of the global Zendesk environment, ensuring high availability, strong case routing, and effective integration with CRM and internal engineering workflows.
• Partner with post-sales leaders to move from reactive ticket management to a proactive model focused on self-service, case deflection, and faster resolution.
• Design scalable processes across the customer lifecycle, including onboarding, customer health, case management, renewals, and related post-sales workflows.
• Drive adoption of AI and automation capabilities to improve efficiency, triage, routing, operational productivity, and risk identification.
• Work with Data and Business Intelligence teams to improve data integrity and support a reliable source of truth for health scores, product usage reporting, and retention insights.
• Mentor and grow a distributed team of business systems professionals; build a culture of ownership, collaboration, documentation, and continuous improvement.

Requirements

• Significant experience in Enterprise Applications or Business Systems, including leadership experience in a high-growth B2B software environment.
• Strong knowledge of post-sales business processes (customer success, support, renewals) and how systems influence retention and churn outcomes.
• Proven experience owning or leading major customer-facing platforms such as Zendesk, Service Cloud, or Gainsight, including platform configuration, optimization, and governance.
• Experience designing integrations between customer success tools and core business platforms such as Salesforce, finance systems, and data platforms.
• Ability to work effectively across technical and business teams, influence senior stakeholders, and translate strategic goals into practical system improvements.
• Strong analytical skills and comfort working with data models, health scoring frameworks, dashboards, and operational reporting used to guide customer decisions.
• Demonstrated success leading and developing globally distributed teams of analysts, administrators, developers, or architects in an all-remote and asynchronous environment.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent practical experience.

Team

The Customer Success IT team builds and supports the systems that help GitLab's post-sales teams serve customers effectively at scale. The team works across business systems, process design, integrations, and data to connect customer signals, reduce friction, and make it easier for internal teams to act on reliable information. The team operates in an all-remote environment and values clear communication, documentation, ownership, and collaboration across time zones.

Salary

United States base salary range: $152,800 - $259,200 USD (base salary only; does not include bonuses, equity, or benefits).

Benefits

• Benefits to support 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

Additional information

• Country Hiring Guidelines: roles are remote but may carry specific location-based eligibility requirements; Talent Acquisition can provide location guidance.
• Privacy Policy: Recruitment Privacy Policy is provided.
• GitLab is an equal opportunity workplace and affirmative action employer; accommodations are available during the recruiting process.