Circle

Customer Success Manager

Circle

full-time

Posted on:

Location Type: Remote

Location: Anywhere in the World

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Salary

💰 $110,000 - $120,000 per year

About the role

  • You’ll be helping our customers succeed in building an engaging community, and establishing yourself as a trusted advisor along their journey. Over the course of your first year you’ll ramp toward serving 100+ customers.
  • You will be responsible for onboarding 8-15 new customers per month, which typically entails delivering strategy and implementation guidance over a series of 6 or so meetings in their first 90 days as a customer.
  • Develop strong relationships with both new and existing customers to understand their goals, and consult on the best ways to achieve them using Circle to drive product adoption, revenue growth and retention across your book of customers.
  • Analyze customer usage across your book of business to identify risks and opportunities, create accurate forecasts, then take ownership of designing and executing engagement campaigns to action against them.
  • Communicate thoughtfully with your clients and internal stakeholders to ensure prompt answers that can be understood by both technical and non-technical recipients.
  • Maintain a deep understanding of the Circle platform, our branded app capabilities, and online community building strategies to make recommendations on how customers can accelerate their desired outcomes.
  • Partner closely with other internal stakeholders to share customer stories & experiences that help build deeper understanding of customers goals, use cases and outcomes.
  • Act as an internal advocate for customers by consistently contributing feedback to product & engineering on areas for improvement to enhance the customers experience.
  • Contribute to the ongoing improvement of our customer success processes and methodologies.
  • Working with customers through their renewal and re-consideration windows to help them understand how Circle can support their business strategy and future planning.

Requirements

  • Strong alignment with our values.
  • You are proficient in English (spoken, written, and reading) at a CEFR Level C2 / ILR Level 5.
  • You either have 4+ years working directly with creators or a company in a community management role, or you have 4+ years of experience in SaaS Customer Success role, working with SMB customers to drive product adoptions, expansion, and retention.
  • You have experience serving customers and navigating the complexity of tight timelines, complex processes and managing relationships with multiple stakeholders both internally and externally.
  • You are comfortable learning and understanding business models across various industries/segments.
  • You have a growth mindset and are willing to share and receive feedback in a constructive, respectful, and empathetic manner.
  • You're driven & process-oriented.
  • You’re able to switch contexts throughout the day.
  • You are a team player with a high level of integrity and desire to assist your team.
  • You have an aptitude for digesting and effectively communicating technical concepts across audiences of varying technical ability.
  • You’re resourceful.
  • You're a self-motivated, proactive team player.
Benefits
  • Fully remote: work from anywhere in the world!
  • Autonomy and trust to do your job: we care about outcomes over everything else.
  • Paid time away: all employees are given 35 days of PTO annually. We also offer a paid sabbatical after 5 years.
  • Generous U.S. benchmarked compensation and startup equity no matter where you are in the world.*
  • Awesome medical coverage with 100% coverage for you and your family, or medical reimbursement options where applicable!*
  • Parental leave for parents expanding their family, or just starting one.
  • Home office stipend to help you get up and running.
  • Learning & development stipend to help you level up your professional skills.
  • Annual bonus potential for roles that don't already receive variable income or commission.
  • Company retreats: Twice a year, the Circle team gets together for a fully paid company retreat in incredible places around the world! We’ve had past retreats in Colombia, Portugal, and Mexico, with more planned on the horizon.