Director, Customer Support Systems

Job 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. xywuqvp 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