We are looking for an exceptional Technical Success Manager, to join the Customer Success Team who will lead the success and growth of our largest segment of customers. This role is a perfect role for someone with technical expertise and strategic thinking who can leverage their critical thinking skills to help customers solve problems, accelerate customer value, and contribute to finding new ways to drive CircleCI adoption through scalable efforts!
This person has strong technical proficiency, loves talking to customers, and has a strategic mindset on the approach to apply value acceleration at scale. They will join a team of Technical Success Managers who are responsible for the entire growth segment of customers ranging in industries and deployment types with strategic, focused efforts on developing a deep understanding of the segment's unique business challenges and ensuring their investment in our products is providing relevant business impact for them.
About Customer Success at CircleCI
Customer Success at CircleCI plays a pivotal role with our customers. The team ensures our customers are getting value from our platform, and identifying ways we can help a customer solve business problems. You'll nurture and grow our portfolio of clients and act as a trusted advisor and ambassador for CircleCI.
In terms of growth, we truly believe in the continued development of each new hire. 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.
What You'll Do:
As a echnical Success Manager at CircleCI, you will play a pivotal role in leading the success and expansion of our key customer segment. Your responsibilities will include:
- Strategic Customer Management: Employing a strategic approach towards growth customers by overseeing the higher risk tasks like churn mitigation and 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.
- Collaborative Marketing: Working closely with the customer marketing team to provide insights for 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.
- Team led feedback sessions: Coordinating and iterating on team feedback sessions where all team members including you will share calls, learnings and provide active feedback for upleveling each individual on the team.
What We're Looking For:
To excel in this role, ideal candidates will possess the following qualifications and attributes:
- Technical Acumen: Ability to translate business challenges into technical solutions and effectively communicate technology value propositions.
- Experience: 3-5 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, Salesforce, Catalyst, 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.
Join us at CircleCI as a Technical Success Manager and be part of a vibrant team dedicated to shaping customer success, driving growth initiatives, and ensuring seamless product adoption. Embrace a culture that promotes individual growth and offers exciting opportunities for career progression within the organization.
