Director, Customer Support Systems

About the Role

Lead the technology strategy for GitLab's global post-sales organization by architecting scalable systems that empower our Customer Success, Support, and Community teams. This is a high-impact leadership role where you will drive the evolution of our support ecosystem to improve customer retention and operational efficiency.

Responsibilities

• Lead the strategy, architecture, and execution for the technology ecosystem supporting global Customer Success, Support, and Community functions.
• Take operational ownership of the global Zendesk environment, ensuring high availability, effective case routing, and seamless integration with CRM workflows.
• Define and deliver a multi-year roadmap for post-sales systems, focusing on self-service, case deflection, and proactive resolution models.
• Partner with Data and Business Intelligence teams to ensure data integrity and reliable reporting for customer health scores and operational performance.
• Mentor and grow a distributed team of business systems professionals, fostering a culture of ownership and continuous improvement.

Requirements

• Significant experience in Enterprise Applications or Business Systems within a high-growth B2B software environment.
• Proven expertise in managing major customer-facing platforms such as Zendesk, Salesforce, or Gainsight.
• Strong understanding of post-sales business processes, including customer success, renewals, and the broader customer lifecycle.
• Demonstrated success leading and developing globally distributed teams in an all-remote and asynchronous environment.
• Ability to influence senior stakeholders and translate complex strategic goals into practical system improvements.

About the Team

The Customer Success IT team sits at the intersection of technology and business impact, building the systems that help GitLab's post-sales teams serve customers at scale. We value clear communication, strong documentation, and collaborative problem-solving to reduce operational friction and improve the overall customer journey.