Director, Customer Support Systems
G
GitLabDevSecOps
Remote, USFull-TimeDirector
Salary152,800 - 259,200 USD per year
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Job Details
- Required Skills
- Artificial IntelligenceBusiness IntelligenceSalesforceCustomer supportCustomer SuccessZendesk
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.
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 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.
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