[Hiring] Director, IT - Customer Success @GitLab

Role Description

As the Director, IT - Customer Success, 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
• Connecting support data with platforms such as Gainsight and Salesforce

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.

Qualifications

• 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.
• Proven experience owning or leading major customer-facing platforms such as Zendesk, Service Cloud, or Gainsight.
• 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.
• Demonstrated success leading and developing globally distributed teams of analysts, administrators, developers, or architects.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent practical experience.

Requirements

• 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.
• Take operational ownership of the global Zendesk environment.
• Partner directly with post-sales leaders to improve support technology.
• Design scalable processes across the customer lifecycle.
• Drive the adoption of artificial intelligence and automation capabilities.
• Work with Data and Business Intelligence teams to improve data integrity.
• Mentor and grow a distributed team of business systems professionals.

Benefits

• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave
• Home Office Support