Enterprise Customer Success Manager

CircleCI

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Posted 4 months ago

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We are looking for an exceptional Enterprise Customer Success Manager to join the Customer Success Team where you will be responsible for the success and long-term growth of our customers across the commercial and enterprise segments of the business. In this role, you will be the key point of contact for our customers, helping to ensure they maximize the value they receive from our solutions and cultivating a successful long-term partnership. You will ensure we are actively partnering with our customers to develop a deep understanding of their business, their unique challenges, and the required outcomes to be successful. You will be a challenger, a partner, an advocate, and the voice for them across our company.

The Enterprise Customer Success Manager role is a perfect role for someone who has some technical expertise, loves talking to customers, has a solid commercial foundation with a talent for developing and executing strategic plans to drive adoption, retention, and growth. This role will manage a diverse book of customers ranging in industries and deployment types with strategic, focused efforts on developing a deep understanding of your customers’ unique business challenges and ensuring their investment in our products are providing a real, meaningful business impact for them.

About Customer Success at CircleCI

The Customer Success Team at CircleCI plays a pivotal role with our customers. The team is responsible for ensuring customers are recognizing value from our platform, and helping to identify ways we can help a customer solve business problems. You’ll cultivate and grow a portfolio of existing clients and act as a trusted advisor and ambassador for CircleCI.

In terms of growth, we strongly believe in the continued development of each new hire. In joining the Customer Success Team, you’ll join a community that believes in development and promotion from within and as a rapidly expanding business, there are a lot of opportunities for progression.

About CircleCI

CircleCI is the best platform for software teams looking to rapidly build quality projects, at scale. Our intelligent continuous integration and delivery tools are simple yet powerful. Our aim is to provide the wisdom of a connected development ecosystem to every team member making technology decisions.

We run 12M+ builds a month on our platform for companies like Spotify, Kickstarter, Sony, and Coinbase. Over 25,000 organizations and 300,000 developers actively build, test, and deploy on CircleCI. We’ve raised $59.5M in venture capital from Industry Ventures, Top Tier Capital, Scale Venture Partners, DFJ, Harrison Metal Capital, and Baseline Ventures.

Responsibilities:

  • Own the gross and net retention of your assigned book of business, by driving the annual renewals and ensuring your month-to-month customers continue to appreciate the value we deliver and grow their use of the product

  • Drive the adoption and growth of CircleCI with an assigned customer base in your territory, with a focus on providing insights and information that will aid the customer in their experience with CircleCI

  • Understand the technical and business challenges of our customers and advise them on how to best use the CircleCI solution. Customer activities will include establishing and maintaining broad customer relationships, monitoring product usage and adoption, reviewing and taking proactive measures to maintain customer health

  • Partner with your counterparts in Sales and Customer Engineering to develop and execute strategic account plans

  • Connect with customers via weekly/monthly meetings and regular business reviews, both in-person and via video conference to continue to better understand your customers and partner with them to solve problems, develop goals, and identify trends

  • Be the voice of the customer as you partner with engineering, marketing, product, and sales to deliver best-in-class customer experience

  • Identify growth opportunities and work with the Sales teams to engage accounts and ultimately enter into a greater evaluation of the CircleCI solution

  • Partner with internal teams to manage new users, ensure onboarding and technical success alongside our engagement managers and success engineers

  • Monitor usage to identify and manage renewals, risks and downgrades. Grow customer accounts over time and work to ensure customer renewals at scale

  • Identify at-risk customers and help them get on track

Requirements:

  • 4-6 years B2B SaaS customer success, or account management experience in a customer facing role

  • Track record of achieving and exceeding renewal, retention, and growth targets

  • Demonstrated ability to work independently and “own” your book of business

  • Excellent written and verbal communication skills

  • Strong time management with the ability to balance multiple deliverables while working in a high volume environment

  • Technical mindset and passion to learn about software development, cloud environments, and interacting with developers

  • Growth mindset, intellectually curious and ambitious with innovative ideas to inspire customer loyalty and adoption

  • Experience with tools such as Salesforce, Gainsight, Outreach, and Zendesk. Savvy with navigating multiple systems and data analysis.

  • Ability to manage and maintain a high value book of customers

  • Startup SaaS experience a must

Other Desirable Qualities:

  • Proactive mindset to drive conversations and relationships forward with a technical base of users and buyers

  • Act as a strategic consultant with a Challenger mentality

  • Experience working remotely or in a satellite office

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