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Director, Customer Support Systems

2 days, 17 hours ago
United States
Full-time
Executive
Business Analyst
Customer and Technical Support
CRM DevSecOps GitLab Salesforce
Apply Now
GitLab

GitLab

GitLab: The comprehensive DevOps platform revolutionizing software development with automation, AI workflows, and essential tools for efficient collaboration.

Internet Software & Services
1K-5K
Founded 2014
View All Jobs 188

Description

  • Lead the strategy, architecture, and execution for the technology ecosystem supporting Customer Success, Support, and Community.
  • Define and deliver a multi-year roadmap for post-sales systems aligned with business goals and customer outcomes.
  • Own the global Zendesk environment, including availability, case routing, and integrations with internal workflows and customer systems.
  • Partner with post-sales leaders to improve support operations through self-service, case deflection, and faster resolution.
  • Design scalable processes across onboarding, customer health, case management, renewals, and related post-sales workflows.
  • Drive adoption of AI and automation to improve efficiency, triage, routing, productivity, and risk identification.
  • Collaborate with Data and Business Intelligence teams to improve data integrity and reporting for health scores, product usage, and retention insights.
  • Mentor and develop a distributed team of business systems professionals and foster ownership, collaboration, documentation, and continuous improvement.

Requirements

  • Significant experience in Enterprise Applications or Business Systems, with strong leadership experience in a high-growth B2B software environment.
  • Strong knowledge of post-sales business processes, including customer success, support, renewals, and the broader customer lifecycle.
  • Proven experience owning or leading customer-facing platforms such as Zendesk, Service Cloud, or Gainsight.
  • Experience configuring, optimizing, and governing major support or customer success platforms.
  • Experience designing integrations between customer success tools and platforms such as Salesforce, finance systems, and data platforms.
  • Ability to influence senior stakeholders and translate strategic goals into practical system improvements across technical and business teams.
  • Strong analytical skills and comfort working with data models, health scoring frameworks, dashboards, and operational reporting.
  • Demonstrated success leading globally distributed teams in an all-remote, asynchronous environment.
  • Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent practical experience.

Benefits

  • United States base salary range of $152,800 to $259,200 USD.
  • Flexible Paid Time Off.
  • Equity Compensation and Employee Stock Purchase Plan.
  • Growth and Development Fund.
  • Parental Leave.
  • Home Office Support.
  • Benefits to support health, finances, and well-being.
  • Remote-first work environment with roles hired in countries around the world.

Interested in this position?

Apply directly on the company website

Apply Now

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