Customer Success Spezialist (m/w/d)

Kickstarter

Kickstarter is the leading crowdfunding platform for creative projects across film, games, music, art, design, and technology. Since our founding in 2009, our mission to help bring creative projects to life has been powered by the people behind the work. Together, we’ve helped creators around the world launch creative projects that have generated billions of dollars in pledges. That same commitment extends inward. Rooted in shared values, Kickstarter invests in the growth and success of our team, treating employees as whole people and empowering them with the autonomy and space to participate in decisions that shape their work and our company. The Lead, Community Support, is a senior individual contributor on our Community Support (CS) team reporting to the Senior Manager, Community Support. You are a recognized expert on our platform, policies, and tooling. You will own and drive the high-impact initiatives that move our team forward — leading projects within CS, partnering cross-functionally, and managing relationships with external vendors. You’ll own the ongoing improvement of the core tools our team relies on, ensuring they evolve to meet the needs of our teammates and our community. You’ll also stay close to the realities of our users by working a meaningful portion of tickets each week — keeping your judgment sharp and grounding every improvement in real user problems. While this role does not directly manage people, you will set the bar for execution and lead by example, raising the performance of those around you through expertise, coaching, and influence. Our Community Support team includes members working in the US, UK and in Singapore, so this role will require a schedule that accommodates a significant overlap with all of these regions weekly.  There is some flexibility in how this schedule will look when finalized depending on availability, but sample schedules are included below for clarity: US-based Lead* Option 1: Mon/Tues 5am - 1pm EST, Weds/Thurs 9am - 5pm EST Option 2: Mon - Thurs 6am - 2pm EST *Eastern timezones preferred given wider overlap with UK/Singapore; each sample schedule above provides for 4hrs/week overlap with Singapore, and a range of overlap with UK/US timezones UK-based Lead: Mon - Thurs 9am - 5pm GMT The salary for this role in the United States is $117,014 USD.  IN THIS ROLE, YOU WILL: * Lead high-impact initiatives and projects within the CS team, across partner teams (Product, Engineering, Trust & Safety, Brand, Outreach, Marketing), and with external vendors; driving each from problem identification through shipped, measurable outcome. * Own the ongoing improvement of our core Support tooling including Intercom / Fin and adjacent systems, partnering with new vendors and internal stakeholders to evaluate features, lead implementation, and measure impact on team efficiency and community experience. * Manage relationships with existing vendors and outsourced partners as it relates to your owned initiatives, holding them accountable to our standards and timelines. * Stay grounded in the daily reality of our community by triaging and working a regular cadence of support tickets, using that direct exposure to surface emerging issues, validate improvements, and inform your project work. * Use data and trends to identify root causes, prioritize high-leverage opportunities, and design measurable improvements to processes, tools, and content, ultimately generating data-informed recommendations for stakeholders on improving efficiency, quality, and community experience. * Translate strategic goals into concrete CS and cross-functional project plans; align stakeholders, set milestones, and track progress to delivery. * Raise the bar for execution across the team — model high-quality work on complex, ambiguous, or sensitive cases, and coach peers on troubleshooting, workflow, and communication to reduce complications and improve consistency.  * Work with Senior Manager and Senior Support Specialists to design and maintain quality checks, peer review norms, and team documentation that uphold our quality standards under volume and ambiguity. * Serve as a subject matter expert for partner teams on CS workflows, tooling capabilities, and the user impact of cross-functional decisions. * Contribute to a community-first culture, ensuring that mission and business goals stay in balance in every initiative you lead. ABOUT YOU * 8+ years of related experience in community, customer, or user support with deep expertise across the full range of CS functions. * Demonstrated track record of leading complex, cross-functional projects end-to-end and delivering measurable improvements to team performance or user experience. * Hands-on experience owning or substantially improving customer support tooling (e.g., Intercom, Zendesk, Fin or other AI/automation tooling, help desk and knowledge base systems). * Strong analytical skills: demonstrated familiarity with using ticket data, quality signals, and operational metrics to identify root causes and prioritize work. * Subject matter expertise across all key CS functions: credibility to coach peers and the willingness to stay close to ticket work. * Experience working effectively with external vendors and partners, including holding them accountable to shared standards. * Excellent written communication and a positive, solutions-oriented approach to even the most difficult user issues. * A collaborative, team-first mindset: you raise the bar for those around you through example, mentorship, and generous knowledge sharing rather than authority. WHAT YOU'LL ENJOY * A fully remote workforce with plenty of opportunities to get to know your colleagues * 100% employer-paid health plan offerings * 16 paid vacation days, 10 sick days, and a company-wide winter break between Christmas and New Year’s * 25 volunteer hours each year to give back to your community * 16 weeks of parental leave plus fertility/family planning resources * Annual stipends including a Remote Working & Wellness Stipend of $3,000 USD (prorated) each calendar year for expenses related to remote working, wellness, health, and fitness and a $500 Role Development Stipend * Kickstarter currently operates with a 4-day workweek, a model that aligns with our belief in a healthy work-life balance and gives staff the space to be more than their work Incredibly talented and inspiring colleagues who know how to blend their creative endeavors into their work You can read more about our benefits and working at Kickstarter at our Jobs page: https://jobs.kickstarter.com/ Our Fully Virtual Team We’re currently able to support employees based in the following US locations: CA, CO, CT, GA, IL, MA, MD, NC, NJ, NY, OR, SC, VA, VT, and WA. We're also able to support employees in the United Kingdom. If you live in—or are willing to move to—any of these locations, we look forward to your application! If there is a required or preferred location for an open role, it will be listed in the job description. Kickstarter is an equal opportunity employer. As part of our commitment to fight for equality, we work to ensure a fair and consistent interview process. We celebrate diversity, and we are committed to an inclusive work environment. Reminder to applicants: Authentic communications from Kickstarter will always originate from official Kickstarter email domains (@kickstarter.com). Exercise caution and verify the legitimacy of anyone who claims to be representing Kickstarter on other platforms. Please reach out to Kickstarter’s Help Center to report potentially fraudulent contact here: https://help.kickstarter.com/hc/en-us/requests/new

Gitlab

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. *Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab. AN OVERVIEW OF THIS ROLE The Customer Success Architect (CSA) team focuses on the themes of align, enable, and expand. The Customer Success Architect (CSA) is a highly strategic position designed to provide unparalleled value to our customers by aligning our platform with their unique business objectives and driving long-term success. The CSA role is a pivotal addition to our customer success team, focusing on building strong, consultative relationships with our key customers. Our CSAs will serve as trusted advisors, leveraging their deep understanding of DevSecOps best practices, industry trends and our software capabilities to help customers navigate complex challenges and achieve their desired outcomes. Additionally, our team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others. CSM handbook.  What You’ll Do   * Partner with our customers in taking what was established in the pre-sales command plan, and turning the customers desired positive business outcomes into actionable objectives * Know the GitLab platform, our more common best practices, and use cases in order to guide the customer * Understand the customer journey and be able to guide them on future adoption * Act as the GitLab liaison for GitLab questions, issues, or escalations. Work with GitLab Support, Product Management (i.e., roadmaps), or other teams as needed * Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction * Remain knowledgeable and up-to-date on GitLab releases * Provide immediate onboarding activities * Work with assigned customers to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals * Program manage account escalations Provide insights with respect to the availability and applicability of new features in GitLab as relevant * Support GitLab Services in identifying and recommending training opportunities What You’ll Bring  * Understanding of Git and typical branching strategies * Knowledge of software development lifecycle and development pipeline * Understanding of continuous integration, continuous deployment, DevSecOps * Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention * Experience partnering with customers to define and achieve business outcomes * Familiarity working with customers of sizes relevant to the assigned segment * Exceptional verbal, written, organizational, presentation, and communications skills * Detailed oriented and analytical Strong team player but self-starter * Project management experience & skills * Strong technical, analytic, and problem-solving skills * Alignment with our values, and willingness to work in accordance with those values * Ability to travel if needed and comply with the company’s travel policy * Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions * Fluent German or French About the team The Customer Success Architect (CSA) team focuses on hands-on technical enablement, adoption, utilization and maturity - while maintaining strong customer relationships and business alignment. HOW GITLAB SUPPORTS FULL-TIME EMPLOYEES * 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  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. ---------------------------------------------------------------------------------------------------------------------------------- Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.   Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us. GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.

Gitlab

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. *Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab. AN OVERVIEW OF THIS ROLE The Customer Success Architect (CSA) team focuses on the themes of align, enable, and expand. The Customer Success Architect (CSA) is a highly strategic position designed to provide unparalleled value to our customers by aligning our platform with their unique business objectives and driving long-term success. The CSA role is a pivotal addition to our customer success team, focusing on building strong, consultative relationships with our key customers. Our CSAs will serve as trusted advisors, leveraging their deep understanding of DevSecOps best practices, industry trends and our software capabilities to help customers navigate complex challenges and achieve their desired outcomes. Additionally, our team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others. CSM handbook.  What You’ll Do   * Partner with our customers in taking what was established in the pre-sales command plan, and turning the customers desired positive business outcomes into actionable objectives * Know the GitLab platform, our more common best practices, and use cases in order to guide the customer * Understand the customer journey and be able to guide them on future adoption * Act as the GitLab liaison for GitLab questions, issues, or escalations. Work with GitLab Support, Product Management (i.e., roadmaps), or other teams as needed * Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction * Remain knowledgeable and up-to-date on GitLab releases * Provide immediate onboarding activities * Work with assigned customers to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals * Program manage account escalations Provide insights with respect to the availability and applicability of new features in GitLab as relevant * Support GitLab Services in identifying and recommending training opportunities What You’ll Bring  * Understanding of Git and typical branching strategies * Knowledge of software development lifecycle and development pipeline * Understanding of continuous integration, continuous deployment, DevSecOps * Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention * Experience partnering with customers to define and achieve business outcomes * Familiarity working with customers of sizes relevant to the assigned segment * Exceptional verbal, written, organizational, presentation, and communications skills * Detailed oriented and analytical Strong team player but self-starter * Project management experience & skills * Strong technical, analytic, and problem-solving skills * Alignment with our values, and willingness to work in accordance with those values * Ability to travel if needed and comply with the company’s travel policy * Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions About the team The Customer Success Architect (CSA) team focuses on hands-on technical enablement, adoption, utilization and maturity - while maintaining strong customer relationships and business alignment. HOW GITLAB SUPPORTS FULL-TIME EMPLOYEES * 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  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. ---------------------------------------------------------------------------------------------------------------------------------- Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.   Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us. GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.