Technical Success Manager

Summary

Join CircleCI's Customer Success Team as a Growth Technical Success Manager and lead the success and growth of our largest customer segment. This role requires strong technical proficiency and a passion for helping customers solve problems and accelerate value. You will work with a team to develop a deep understanding of customer challenges and ensure their investment in CircleCI provides business impact. You will be responsible for strategic customer management, optimization strategies, program development, value acceleration, education and engagement, content development, and cross-functional collaboration. CircleCI offers opportunities for professional development and growth within a rapidly expanding company. The role involves working with various tools and technologies, and requires strong communication and problem-solving skills.

Requirements

• Experience: Usually requires 2-5 years of experience in technical support, technical success management, or customer-facing technical roles within the software or technology industry
• Qualifications: Strong technical expertise in CI/CD practices, software development workflows, cloud technologies, and DevOps methodologies
• Technical Acumen: Ability to translate business challenges into technical solutions and effectively communicate technology value propositions
• Experience: 4+ years of experience in B2B sales, customer success, technical support or account management in customer-facing roles
• Communication Skills: Exceptional written and verbal communication skills, coupled with strong presentation abilities
• Innovative Thinking: Growth-oriented mindset, intellectual curiosity, and a proactive approach to driving customer dedication and adoption
• Tool Proficiency: Proficiency in tools such as Zendesk, Hubspot, Vitally, and Mode, along with the ability to navigate multiple systems and conduct insightful data analysis
• Performance Track Record: Demonstrated ability to consistently surpass revenue growth and retention targets
• Emotional Intelligence: High emotional intelligence, problem-solving skills, and a commitment to delivering exceptional customer satisfaction
• Technical Proficiency: Proficiency in Git and GitHub is a requirement, with previous exposure to CI/CD or DevOps tools considered an advantage

Responsibilities

• Strategic Customer Management: Employing a strategic approach towards growth customers by providing top-tier technical support
• Optimization Strategies: Delving deep into customer usage of CircleCI to offer optimization insights and best practices, enabling customers to maximize the value they derive from our platform
• Program Development: Working closely with the rest of the growth team based on customer requests, to develop digital programs that enhance customer retention and drive growth
• Value Acceleration: Facilitating value delivery, support, and outcomes for our annual customers through digital programs, office hours, and Zendesk, ensuring customer success at every touchpoint
• Education and Engagement: Educating customers on new and existing features, strategizing to optimize product utility, and sharing unique product insights and best practices through engaging platforms like Zoom calls
• Content Development: Creating technical educational content in the form of videos and emails to scale customer success initiatives, enriching the customer experience at scale
• Cross-functional Collaboration: Partnering with different teams to mitigate churn risks, tailor notifications to meet customers' specific requirements, and convey valuable customer feedback to the product team

Benefits

• In joining this team, you’ll take part in a community that believes in development and promotion from within and as a rapidly growing business, there are a lot of opportunities for progression
• $113,000 — $140,500 USD