Director of Customer Support Systems, GitLab
$152.8-259.2k
+ Incentive pay targeted at up to 100% of the offered base salary + Equity + Bonus + Employee Stock Purchase Plan
One DevOps platform
Be an early applicant
One DevOps platform
1001+ employees
Be an early applicant
$152.8-259.2k
+ Incentive pay targeted at up to 100% of the offered base salary + Equity + Bonus + Employee Stock Purchase Plan
1001+ employees
Company mission
To make it so that everyone can contribute. When everyone can contribute, users become contributors and we greatly increase the rate of innovation.
Role
Who you are
- 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
- Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application
What the job involves
- As the Director, Customer Support Systems, you will lead the technology strategy that supports GitLab's global post-sales organization
- In this role, you will take ownership of the systems that power Customer Success, Support, and Community workflows, with a strong focus on the Zendesk platform and the broader support technology ecosystem
- Reporting to the Vice President of Business Systems, you will help shape a reliable, scalable foundation for how GitLab serves customers after the sale
- You will work closely with leaders across Customer Support, Customer Success, and Community to design a more connected post-sales systems landscape
- This includes improving case routing, strengthening self-service experiences, and connecting support data with platforms such as Gainsight and Salesforce so teams have a clearer view of customer health and operational performance
- You 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 your first year, you 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 to build systems that support retention, expansion, and a better customer experience
- 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
Our take
GitLab is an open-source collaboration platform for developers. It enables teams to build code quickly from anywhere without compromising on security or quality. GitLab already has an estimated 30M+ users from all over the world.
According to a 2021 GitLab report, 60% of developers can release code 2x faster with DevOps platforms that bring teams together and accelerate processes. It stands out by catering to programmers of all experiences. Gitlab's version control system helps streamline the process of creating, maintaining, and deploying code, whoever you are.
GitLab was in the right place to capitalise on the recent trend toward rapid digital transformation and remote working. This trend is expected to grow, and with it, GitLab's popularity. With its successful 2021 IPO and the patronage of major brands such as Nasdaq and Jaguar Land Rover, GitLab is expected to solidify its position as the go-to platform for development teams.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Sep 2019
$268m
SERIES E
Dec 2018
$20m
SERIES D
Total funding: $435m
Company benefits
- We offer benefits to manage your health, wealth, and well-being regardless of location
- Flexibility in schedule to be there for life’s important moments
- Equity compensation & Employee Stock Purchase Plan offered
- Generous Paid Time Off
Company HQ
Financial District, San Francisco, CA
Leadership
Sid Sijbrandij
(CEO)Studied Physics at the University of Twente. Interned at P&G and IBM. Was Lead Architect at the Netherlands' Ministry of Justice from 2009 to 2012. Founded app store Comcoaster in 2008, and then co-founded GitLab in 2012.
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