Customer Success Manager, Circle

• Strong alignment with our values, find our values on our career page if you haven’t read up on them yet
• 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 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 will often be driving the conversation to help your customers define what success means for their community
• You have a growth mindset and are willing to share and receive feedback in a constructive, respectful and empathetic manner. We care deeply about getting better as individuals and as a team every day
• You're driven & process-oriented. You’re able to effectively balance competing priorities and make decisions that best support the customer, the team, and Circle
• You’re able and comfortable with needing to efficiently switch contexts from responding to customer emails, to leading a product training, to running a quarterly community review, to meeting with the Product team about an upcoming feature
• You are a team player with a high level of integrity and desire to assist your team. When you find processes that work, you will document them through playbooks, teach others and champion wider adoption
• You have an aptitude for digesting and effectively communicating technical concepts across audiences of varying technical ability
• You’re resourceful. You may not have all the answers, but you know how to find them
• You're a self-motivated, proactive team player. You bias towards action and work effectively in a highly ambiguous, ever-changing environment. You’re able to hone in on granular details and also take a step back to understand the larger strategy and philosophy of how and why decisions are made
• You have experience leveraging product usage data in your approach to engaging, expanding, and prioritizing your accounts

Desirable

• As a Customer Success Manager, you'll be helping not only serve as a main point of contact for our Circle Plus customers, but will also have the opportunity to help us define the CS function, test & build new processes and work with us to design a team that delivers value consistently
• Note, our Circle Plus customers are those that are subscribed to a Circle Plus plan, but can include small and medium-sized businesses, as well at truly enterprise scale
• You’ll support customers in effectively rolling out Circle, ensure they’ve adopted all relevant functionality, and are continuously gaining value from our products
• You’ll work to proactively identify opportunities to solve needs for our customers, and will partner closely with internal teams to engage 1:1 with customers during key moments in their lifecycle
• As their primary point of contact and trusted partner, you’ll have responsibility of serving them through their entire lifecycle from onboarding through their renewal
• Equipped with the knowledge of what it takes for customers to succeed with Circle, you will serve as the voice of your customers cross-functionally, providing feedback to the Product team and broader business
• You’ll be passionate about building relationships, 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 in to serving 75-100+ customers
• You will be responsible for onboarding 6-10 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. Following their successful launch you’ll move to monthly strategy sessions
• Developing 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
• Analyzing 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 in support of them
• Communicating thoughtfully with your clients and internal stakeholders to ensure prompt answers that can be understood by both technical and non-technical recipients
• Maintaining 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
• Partnering closely with other internal stakeholders to share customer stories & experiences that help build deeper understanding of customers goals, use cases and outcomes
• Acting as an internal advocate for customers by consistently contributing feedback to product & engineering on areas for improvement to enhance the customers experience
• Contributing 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