Director, Customer Support Systems

🕒 May 7

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GitLab

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2014

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

💰 Secondary Market on 2020-11

Artificial Intelligence • Enterprise • SaaS

GitLab is the most comprehensive AI-powered DevSecOps platform, offering tools for automated software delivery, security, and compliance throughout the software development lifecycle. It provides solutions across areas such as AI-assisted development, continuous integration/continuous deployment (CI/CD), source code management, and vulnerability management. GitLab aims to simplify and accelerate software delivery by uniting development, security, and operations on a unified platform. It is particularly recognized for its AI code assistants and has been named a leader in the Gartner Magic Quadrant™ for DevOps Platforms, making it a preferred choice for many enterprises.

📋 Description

• 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 that aligns with business goals and is 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 customer relationship management and internal engineering workflows. • Partner directly with post-sales leaders to improve support technology, moving from a reactive ticket management approach to a more 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 the adoption of artificial intelligence 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, building a culture of ownership, collaboration, documentation, and continuous improvement.

🎯 Requirements

• Significant experience in Enterprise Applications or Business Systems, including strong leadership experience in a high-growth business-to-business software environment. • Strong knowledge of post-sales business processes, including customer success, support, renewals, and the broader customer lifecycle, with a clear understanding of 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.

🏖️ Benefits

• 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