Director, Customer Support Systems

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the strategy, architecture, and implementation for the technology ecosystem that underpins GitLab's global Customer Success, Support, and Community operations.

• Establish and execute a multi-year roadmap for post-sales systems that aligns with business objectives, measured by retention, expansion, and customer experience metrics.

• Assume operational responsibility for the global Zendesk environment, ensuring high availability, efficient case routing, and seamless integration with customer relationship management and internal engineering processes.

• Collaborate closely with post-sales leaders to enhance support technology, transitioning from a reactive ticket management system to a proactive model that emphasizes self-service, case deflection, and quicker resolution times.

• Develop scalable processes throughout the customer lifecycle, including onboarding, customer health assessments, case management, renewals, and other relevant post-sales activities.

• Propel the implementation of artificial intelligence and automation tools to enhance efficiency, triage, routing, operational productivity, and risk detection.

• Collaborate with Data and Business Intelligence teams to enhance data integrity and maintain a trustworthy source of truth for health scores, product usage metrics, and retention insights.

• Mentor and develop a geographically distributed team of business systems professionals, fostering a culture of ownership, collaboration, documentation, and continuous improvement.

⛳️ Requirements

• Extensive experience in Enterprise Applications or Business Systems, with a strong leadership background in a high-growth B2B software setting.

• In-depth knowledge of post-sales business processes, including customer success, support, renewals, and the overall customer lifecycle, with a clear understanding of how systems impact retention and churn rates.

• Proven track record of owning or leading significant customer-facing platforms like Zendesk, Service Cloud, or Gainsight, encompassing platform configuration, optimization, and governance.

• Experience in designing integrations between customer success tools and core business platforms such as Salesforce, finance systems, and data platforms.

• Capacity to collaborate effectively across technical and business teams, influence senior stakeholders, and transform strategic objectives into tangible system enhancements.

• Strong analytical capabilities and comfort with data models, health scoring frameworks, dashboards, and operational reports that inform customer decisions.

• Proven success in leading and nurturing globally distributed teams of analysts, administrators, developers, or architects in a fully 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