Director, Customer Support Systems - GitLab

GitLab is the intelligent orchestration platform for DevSecOps, trusted by more than 50 million registered users and more than 50% of the Fortune 100 to ship better, more secure software faster.

About the Role

As the Director, Customer Support Systems, you will lead the technology strategy that supports GitLab's global post-sales organization. In this role, 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.

You will work closely with leaders across Customer Support, Customer Success, and Community to design a more connected post-sales systems landscape. This includes improving case routing, strengthening self-service experiences, and connecting support data with platforms such as Gainsight and Salesforce so teams have a clearer view of customer health and operational performance.

What you'll do

• Lead Strategy & Execution: Drive the strategy, architecture, and execution for the technology ecosystem supporting GitLab's global Customer Success, Support, and Community functions.
• Roadmap Ownership: Define and deliver a multi-year roadmap for post-sales systems aligned with business goals, measured through retention, expansion, and customer experience outcomes.
• Platform Management: Take operational ownership of the global Zendesk environment, ensuring high availability, strong case routing, and effective integration with CRM and internal engineering workflows.
• Proactive Support Models: Partner with post-sales leaders to transition support technology from reactive ticket management to proactive models focused on self-service, case deflection, and faster resolution.
• Process Design: Design scalable processes across the customer lifecycle, including onboarding, customer health, case management, renewals, and related post-sales workflows.
• AI & Automation: Drive the adoption of artificial intelligence and automation capabilities to improve efficiency, triage, routing, operational productivity, and risk identification.
• Data Integrity: Collaborate with Data and Business Intelligence teams to support a reliable source of truth for health scores, product usage reporting, and retention insights.
• Team Leadership: Mentor and grow a distributed team of business systems professionals, building a culture of ownership, collaboration, documentation, and continuous improvement.

What you'll bring

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

About the Team

The Customer Success IT team builds and supports the systems that help GitLab's post-sales teams serve customers effectively at scale. We work across business systems, process design, integrations, and data to improve how Customer Success, Support, and Community teams operate throughout the customer journey. Because GitLab works in an all-remote environment, the team values clear communication, strong documentation, thoughtful ownership, and collaboration across time zones.

Benefits & Compensation

• Salary Range: $152,800 — $259,200 USD (for US residents)
• 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