Director, Customer Support Systems

About the Role

As a key member of the team, the Director will help design a more connected post-sales systems landscape, improving case routing, strengthening self-service experiences, and connecting support data with platforms such as Gainsight and Salesforce. This will enable teams to have a clearer view of customer health and operational performance. The Director will also guide a distributed team of engineers and architects as they move the support technology stack from reactive maintenance to more proactive, data-informed improvement.

In the first year, the Director will help define a clear roadmap for post-sales systems, improve platform governance, and support stable release practices for systems that serve always-on support operations. This is a high-impact opportunity to improve how Gitlab teams work together across the customer lifecycle and build systems that support retention, expansion, and a better customer experience.

What You Will Do

• 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, and case management.
• Collaborate with the engineering team to develop and implement new features and functionality that enhance the customer experience.
• Analyze customer data to identify trends and opportunities for improvement, and develop strategies to address these findings.
• Develop and manage budgets, forecasts, and resource allocation plans to ensure effective use of resources.
• Stay up-to-date with industry trends and emerging technologies, and apply this knowledge to continuously improve the customer success technology stack.

What We Are Looking For

• 8+ years of experience in IT leadership, with a focus on customer success and support technology.
• Strong understanding of the customer success landscape, including trends, challenges, and best practices.
• Experience with Salesforce, Zendesk, and other customer success platforms.
• Proven track record of leading teams and managing complex technology projects.
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.
• Strong analytical and problem-solving skills, with the ability to analyze complex data sets and develop insights.
• Experience with Agile development methodologies and version control systems such as Git.
• Strong understanding of IT service management frameworks such as ITIL.

Nice to Have

• Experience with Adjust and other mobile analytics platforms.
• Knowledge of cloud-based technologies such as AWS or Azure.
• Certification in ITIL or other IT service management frameworks.
• Experience with data analytics and visualization tools such as Tableau or Power BI.

Benefits and Perks

• Competitive salary and equity package.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holiday policy.
• Remote work stipend and flexible work arrangements.
• Professional development opportunities, including training and education programs.
• Access to cutting-edge technologies and tools.
• Collaborative and dynamic work environment with a team of experienced professionals.

• To stand out as a candidate, highlight your experience with customer success platforms such as Salesforce and Zendesk, and be prepared to provide specific examples of how you've improved customer experience through technology.
• Make sure to research Gitlab's values and mission, and be prepared to discuss how your skills and experience align with these.
• When preparing for the interview, practice answering behavioral questions that demonstrate your ability to lead teams and manage complex technology projects.
• Consider creating a portfolio that showcases your experience with IT leadership and customer success technology, and be prepared to walk the interviewer through your accomplishments.
• Don't be afraid to ask questions during the interview, such as what the biggest challenges are in the role, and how the team approaches customer success.
• Be prepared to discuss your experience with data analytics and visualization tools, and how you've used these to drive insights and improvements in previous roles.